Service Desk Analyst

We are seeking a Service Desk Analyst to join a highly collaborative 12-person IT support team. This is a "business-facing" role where you act as the primary technical interface for internal associates. You will own the full lifecycle of support requests—from initial phone/email intake to physical deskside hardware resolution.

• Incident Management: Troubleshoot and resolve Tier 1 hardware and software issues via phone, email, chat, and in-person requests.
• Infrastructure Support: Perform physical hardware moves, monitor/peripheral setups, and conference room Audio/Visual (A/V) configurations.
• Ticketing Ownership: Manage and document all work within an enterprise ticketing system (Sys Aid, Service Now, or Jira).
• Environment Transition: On-site in Kansas City.

• Experience: 2–5 years of dedicated experience in Help Desk, Desktop Support, or a technical Service Desk environment.
• Core Tech: Proficiency in Windows OS (10/11), Microsoft Office 365, and collaboration tools (Webex, Teams, or Zoom).
• Hardware: Hands‑on experience with workstation imaging, hardware troubleshooting, and mobile device (iOS/Android) support.
• A/V Basics: Familiarity with setting up and troubleshooting conference room technology.

• CompTIA A+ or similar technical certification.
• Exposure to Active Directory (AD) and Microsoft Intune.
• Familiarity with VDI environments (Citrix) or Mac support.

• Eligibility: Must be eligible for direct W-2 employment. We are unable to provide sponsorship (H1-B/OPT) or work with third‑party/C2C vendors for this role.
• Soft Skills: Proven ability to build relationships with internal customers and solve problems with a "logical, common‑sense" approach.