Service Desk Analyst

The Opportunity

Sun Stream Business Services, a leading managed IT service provider that supports Farm Credit lending institutions, is seeking a dedicated Service Desk Analyst to provide onsite support Monday through Friday (40 hours per week) for a financial services and banking client with multiple locations in and around Little Rock, Arkansas. In this role, you’ll serve as the first line of support for applications, workstations, printers, peripherals, and handheld devices, while also assisting with employee onboarding and offboarding.

You’ll interact directly with customers both in person and over the phone, troubleshooting and resolving technical issues with professionalism and care. A customer‑centric mindset and attention to detail are just as essential as your technical expertise, ensuring exceptional service for both internal and external users.

Key Responsibilities

• Service Desk Support
• Deliver first‑level support for applications, workstations, printers, peripherals, and handheld devices.
• Assess impact and urgency to classify issues appropriately.
• Troubleshoot and resolve technical problems or escalate efficiently to the correct team.
• Participate in testing solutions to confirm successful resolution.

• Security & Access Management
• Create, modify, and remove user access across multiple systems with accuracy and timeliness.
• Manage security groups, distribution lists, and application or folder permissions using various administrative tools.

• Project Support
• Assist with research, evaluation, and implementation of new tools, processes, and technologies.
• Support data gathering, analysis, testing, and project delivery activities.

• Operational & Knowledge Support
• Draft and distribute internal and external technical communications.
• Create and maintain Knowledge Base articles and documentation.
• Follow established standard operating procedures to ensure consistent service delivery.

• Associate’s degree in Applied or Computer Science or 2 additional years of experience.
• 3 years of related experience
• Certifications in A+, MD-100 Windows 10, MS-900 Microsoft 365 Fundamentals
• Or an equivalent combination of education and experience sufficient to perform the essential functions of the job
• Familiarity with ITIL concepts

• Strong customer service mindset with ownership of first‑line support.
• Proficiency in Active Directory and Azure AD / Entra .
• Experience supporting end‑user hardware and peripherals (laptops, docks, monitors, printers, mobile devices, A/V accessories).
• Skilled in both remote troubleshooting and onsite support.
• General understanding of networking concepts.
• Hands‑on experience with Windows, Microsoft 365, and core Office applications.
• Working knowledge of Teams Phone (preferred).
• Proficient in troubleshooting Outlook, Teams, Excel, PowerPoint, SharePoint Online, One Drive, and One Note.
• Familiarity with ITIL processes, including incidents, service requests, problems, and change management.
• Strong communication skills and ability to meet SLAs while keeping users informed.
• Commitment to confidentiality, security, and data integrity.
• Strong interpersonal skills with the ability to work effectively with executives and end users.
• Skilled in de‑escalation and handling difficult conversations professionally.
• Excellent time management, prioritization, and ability to work independently.
• High attention to detail and adherence to documentation and processes.
• Dependable, accountable, and proactive in taking ownership of issues.

All Sun Stream employees receive a competitive salary and bonus package. Eligible employees also enjoy access to an industry-leading benefits program, including but not limited to:

• Tax-advantaged healthcare accounts
• 401(k) plan with generous employer match
• Individual learning & development budget
• Robust time off plans

Sun Stream Business Services, established in 2020 under section 4.25 of the Farm Credit Act of 1971, supports Farm Credit lending institutions. We provide services, including Loan Servicing, General Ledger, Financial Reporting, Data & Analytics, Technology & Security, and Business Services to support farmers, ranchers, and rural communities.

Sun Stream is committed to equal opportunity employment and will not discriminate against any employee or applicant for employment because of his or her race, color, religion, sex, or national origin, disability status or protected veteran status.

Base Salary Range for this non-exempt role: $65,000 - $80,000/year + bonus