Service Desk Support Analyst

McCollum Solutions Group is hiring a Service Desk Support Analyst to deliver phone-based technical support for a public-sector organization serving approximately 5,000 users. This remote role is focused on incident and service request troubleshooting, accurate documentation, escalation when needed, and maintaining a consistently high-quality end-user experience.

You will support users by resolving issues within established real-time service objectives (RSOs), updating records in ticketing systems, and ensuring incidents are properly categorized. The work spans common desktop and productivity environments, including Windows, macOS, Microsoft 365, VPN, printers, connectivity, and related hardware and software problems.

Key Responsibilities

• Provide timely, consistent phone-based IT support to end users
• Respond to incidents and service requests within established real-time service objectives (RSOs)
• Meet defined Service Desk response and performance expectations
• Troubleshoot Windows, macOS, Microsoft 365, VPN, printers, hardware, software, and connectivity issues
• Complete password resets, account unlocks, and basic user account support
• Document troubleshooting steps, actions taken, and resolutions accurately
• Ensure incidents and service requests are properly categorized and documented
• Escalate unresolved or complex issues to the appropriate technical teams using established procedures
• Follow incident management and escalation procedures
• Maintain accurate and current knowledge base documentation
• Follow security, identity verification, and user authentication procedures
• Identify and appropriately escalate potential IT security-related issues
• Provide knowledge transfer to team members as needed
• Assist in identifying recurring technical issues, trends, and potential root causes

Required Knowledge and Skills

• High school diploma or GED plus four (4) years of experience in Technical Support roles
• Associate degree plus at least two (2) years of Technical Support experience
• Bachelor’s degree substitutes for the required four years of experience
• Knowledge of computer hardware, software, peripherals, and mobile device components
• Knowledge of Windows, macOS, and mobile operating systems
• Experience configuring and troubleshooting desktop and mobile operating systems
• Networking fundamentals including TCP/IP, DNS, DHCP, and VPN
• Knowledge of Active Directory and Group Policy
• Familiarity with endpoint security tools and security procedures
• Knowledge of ITIL best practices related to incident, service request, and asset management
• Experience diagnosing and resolving hardware, software, connectivity, and user-access issues
• Experience working with Service Desk ticketing or ITSM platforms
• Ability to prioritize and resolve service tickets efficiently
• Ability to analyze recurring incidents and identify potential trends or root causes
• Ability to recognize potential IT security-related situations
• Strong verbal and written communication skills, including translating technical information clearly to non-technical users
• Strong customer-service and interpersonal skills
• Ability to collaborate effectively with users, technical teams, and management
• Ability to manage multiple priorities in a high-volume Service Desk environment and meet deadlines/service-level expectations
• Ability to adapt to changing technologies, processes, and organizational needs
• Strong attention to detail and documentation accuracy

Technologies

• Windows
• macOS
• Microsoft 365
• VPN
• Active Directory
• Group Policy
• Service Desk ticketing
• ITSM platforms

Work Location and Availability

• Remote position (remote)
• Rare on-site meetings may be required and will be scheduled in advance
• Must provide reliable phone-based technical support and maintain consistent availability during the assigned work schedule

Compensation

$28.00 - $31.00 per hour

Application Question

• Knowledge of Active Directory

Education

• Bachelor’s degree (Preferred)

Experience

• Technical Support roles: 2 years (Required)

Work Location

Remote