What are the responsibilities and job description for the Enterprise Service Desk Analyst position at Astrion?
Overview
Enterprise Service Desk Analyst
LOCATION: Huntsville, AL (ONSITE)
JOB STATUS: Full-time
CLEARANCE: Active Secret Clearance Required
CERTIFICATION: CompTIA Security or equivalent 8140-compliant certification
TRAVEL: Less than 25%
Astrion has an exciting opportunity for an Enterprise Service Desk Analyst to support enterprise IT operations and end-user support services at our Huntsville, AL location. This onsite position requires a technically skilled and customer-focused professional capable of contributing to daily service desk activities and supporting enterprise infrastructure, cybersecurity, and end-user computing operations.
REQUIRED QUALIFICATIONS / SKILLS
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field with 2 years of relevant IT experience OR Associate degree with 5 years of related experience
- Minimum of 2 years of experience in a Service Desk Analyst or IT support role
- Current relevant IT Industry certification(s) that meet DoD 8140 requirements (CompTIA Security preferred)
- Strong understanding of Windows 11 environments, Microsoft Office 365, Azure Gov, and enterprise IT support operations
- Experience with Microsoft Defender, Intune, Remote Support tools, and Microsoft Entra ID
- Ability to diagnose and resolve advanced technical issues involving workstations, mobile devices, VPN connectivity, MFA, and enterprise applications
- Experience managing and prioritizing Help Desk tickets in a fast-paced enterprise environment
- Excellent customer service, communication, and leadership skills
- Ability to work collaboratively with infrastructure, cybersecurity, and compliance teams
- Strong organizational skills with the ability to manage multiple priorities and escalations
- Active Secret security clearance required
KEY RESPONSIBILITIES:
- Contribute to daily Enterprise Service Desk operations and ensure timely resolution of end-user support requests
- Provide technical support for hardware, software, mobile devices, and enterprise applications
- Manage and prioritize Help Desk tickets while maintaining excellent customer service standards
- Support workstation setup and provisioning including operating system installation, updates, and Azure enrollment
- Configure, maintain, and troubleshoot company laptop/desktop systems and related IT peripherals
- Support user account administration including password resets, MFA enrollment, and Office 365 account management
- Assist users with VPN connectivity, remote access, and enterprise collaboration tools
- Provide onboarding support for new employees including workstation setup and initial credential distribution
- Troubleshoot hardware, software, printer, and connectivity issues
- Support enterprise asset management and configuration management processes
- Coordinate with Cyber Operations teams to assist with malware remediation, endpoint investigations, and cybersecurity incident response activities
- Collaborate with the Enterprise IT Service team to communicate end-user requirements and support infrastructure upgrades
- Assist Cybersecurity Compliance teams with audits, evidence collection, and policy compliance activities
- Document technical procedures, troubleshooting steps, and recurring support solutions
- Position requires Monday through Friday onsite support at the Huntsville, AL office
- Desired: Experience with ManageEngine ServiceDesk Plus/Pro and BeyondTrust Remote Support
- Desired: Experience supporting hybrid cloud environments including Microsoft Azure or AWS
- Desired: Background in Windows Server and Linux (RHEL preferred) administration
- Desired: Experience with enterprise network administration and troubleshooting
- Desired: Experience with IT asset management and configuration management processes
- Desired: Prior experience supporting cybersecurity compliance audits and documentation collection
Work Environment:
- Onsite role located in Huntsville, AL
- Fast-paced enterprise IT environment supporting internal users and mission operations
- Collaborative team environment with interaction across cybersecurity, infrastructure, and compliance teams
- Opportunities to support enterprise modernization and continuous improvement initiatives