Information Technology Service Desk Technician

Accelyst

Accelyst is an innovative AI Consultancy that leverages a unique catalog of industry-specific Agents and leading-edge AI platforms to deliver tangible, integrated, secure, and ROI-optimized solutions. We combine deep industry and technical expertise to enable rapid deployment of innovative AI-driven capabilities that augment and automate client workflows for employees, customers, prospects, and investors.

Why Accelyst?

Join Accelyst to be part of a dynamic team that leverages AI-driven technology to make a meaningful impact. Our leadership team, with extensive Big Four Consulting experience, fosters a nimble, client-focused environment that minimizes bureaucracy while maximizing innovation, collaboration, and professional growth. You'll have the opportunity to support enterprise technologies, solve complex technical challenges, and contribute to delivering exceptional IT services to our clients while advancing your career in a fast-paced and rewarding environment.

Job Summary

Accelyst is seeking an experienced IT Service Desk Technician to provide first- and second-level technical support for end users across a modern hybrid IT environment. This role serves as the primary point of contact for technical support requests, delivering exceptional customer service while diagnosing, troubleshooting, and resolving hardware, software, network, and application-related issues.

The ideal candidate will possess strong technical troubleshooting skills, excellent communication abilities, and experience supporting Microsoft technologies, endpoint devices, identity management, and enterprise applications. This position also plays a key role in asset management, user provisioning, and supporting technology initiatives that enhance operational efficiency.

Local candidates only. Selected candidates will be expected to work onsite as required.

Job Roles and Responsibilities

Customer Support

• Serve as the primary point of contact for IT incidents, service requests, and technical inquiries.
• Provide technical support via phone, email, chat, remote sessions, and desk-side assistance.
• Troubleshoot and resolve hardware, software, operating system, network connectivity, printing, mobile device, and application issues.
• Escalate complex technical issues to appropriate support teams while maintaining ownership through resolution.
• Deliver exceptional customer service while consistently meeting established Service Level Agreements (SLAs).

Incident & Service Management

• Log, categorize, prioritize, and resolve incidents and service requests using ServiceNow.
• Follow ITIL best practices for Incident, Request, Problem, and Knowledge Management.
• Document troubleshooting procedures, resolutions, and knowledge articles to improve service quality and operational efficiency.
• Monitor service queues to ensure timely response, follow-up, and ticket closure.

Endpoint & Desktop Support

• Configure, deploy, image, and maintain Windows 11 laptops and desktop systems using Microsoft Intune and Windows Autopilot.
• Install, configure, and troubleshoot Microsoft 365 applications, browsers, VPN clients, and enterprise business software.
• Support printers, scanners, docking stations, webcams, monitors, and other peripheral devices.
• Perform workstation installations, equipment replacements, office moves, and hardware upgrades.

Identity & Access Management

• Create, modify, and deactivate user accounts within Microsoft Entra ID (Azure Active Directory) and Active Directory.
• Manage password resets, Multi-Factor Authentication (MFA), account lockouts, and user access requests.
• Support employee onboarding, offboarding, and access provisioning activities while maintaining security standards.

Microsoft 365 Administration

• Provide end-user support for Microsoft Outlook, Teams, OneDrive, SharePoint Online, and other Microsoft 365 services.
• Troubleshoot authentication, synchronization, licensing, and collaboration-related issues.
• Assist users with cloud-based productivity tools and collaboration technologies.

Hardware Asset Management

• Receive, inventory, assign, track, recover, and maintain IT hardware assets.
• Maintain accurate asset records within ServiceNow Asset Management.
• Support the complete asset lifecycle, including deployment, relocation, maintenance, replacement, and retirement.
• Participate in inventory audits and asset reconciliation activities.

Collaboration & Project Support

• Collaborate with Infrastructure, Cybersecurity, Network, Telecommunications, Applications, and vendor teams to resolve technical issues.
• Participate in hardware refresh initiatives, software deployments, technology rollouts, and other IT projects.
• Contribute to continuous improvement initiatives that enhance IT support processes and customer satisfaction.
• Perform other duties as assigned.

Job Requirement Qualifications

Required Qualifications

• High School Diploma or GED with a minimum of two (2) years of experience providing technical support within a Help Desk or Service Desk environment.

OR

• Associate's degree in information technology, Computer Science, or a related field with one (1) year of technical support experience.

Preferred Qualifications

• Bachelor's degree in information technology, Computer Science, Information Systems, or a related discipline.
• Experience supporting State or Local Government environments.
• Familiarity with ITIL service management practices.

Preferred Technical Skills

Experience supporting:

• Microsoft Windows 11
• Microsoft 365
• Microsoft Teams
• Microsoft Outlook
• Microsoft Entra ID (Azure Active Directory)
• Active Directory
• Microsoft Intune
• Windows Autopilot
• ServiceNow
• Cisco Webex
• VPN technologies
• Multi-Factor Authentication (MFA)
• Network printers
• Hybrid cloud environments
• Hardware Asset Management (HAM)
• Basic Software Asset Management (SAM)

Knowledge, Skills & Abilities

• Excellent customer service, interpersonal, and communication skills.
• Strong troubleshooting and analytical problem-solving abilities.
• Ability to diagnose and resolve hardware, software, operating system, and network issues.
• Strong organizational skills with the ability to prioritize multiple tasks in a fast-paced environment.
• Ability to document technical issues and resolutions accurately.
• Ability to communicate technical concepts effectively to non-technical users.
• Self-motivated with the ability to work independently and collaboratively within a team environment.
• Working knowledge of ITIL service management principles and best practices.

Why Join Accelyst?

At Accelyst, you'll work alongside highly skilled professionals supporting modern enterprise technologies in a collaborative and innovation-driven environment. We invest in our employees' growth through challenging projects, continuous learning opportunities, and a culture that values integrity, teamwork, and customer success. If you're passionate about technology and delivering exceptional IT support, we'd love to hear from you.

Accelyst is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive workplace for all employees. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other status protected by applicable law.