What are the responsibilities and job description for the Service Desk Analyst position at Headway Strategy?
Headway Strategy is a technology services firm that provides IT strategy, consulting, and managed services to clients nationally. Our managed services practice is looking for qualified candidates to join the company as a service desk analyst.
Service Desk Analyst
Service Desk Analysts provide first-level technical support to end-users, assisting them through email or over the phone with various technology-related issues. Service Desk Analysts support various types of technologies including desktop/laptop hardware, desktop computing applications, mobile device configuration, and access needs such as password resets. A well-qualified candidate will have the following personal qualities:
- Great professionalism, customer service demeanor and process ensuring that the end-user gets a superior support experience
- Ambition for growing their skills and technical abilities
- Timely, reliable, and dependable work ethic
- Desire for team success through individual contribution and action
- Some previous experience as part of a help desk
The ideal candidate will have the following technical acumen:
- Familiarity with Microsoft 365 including Entra ID (fka Azure AD), Exchange Online, SharePoint Online, and OneDrive for Business
- Familiarity with Microsoft Windows desktop operating systems including Windows 10 and Windows 11
- Familiarity with Apple operating systems including MacOS, iOS, and iPadOS
- Familiarity with multi-factor authentication such as Microsoft Conditional Access and Okta
Individuals with no technology background will not be considered. At least some familiarity with IT services and support will be needed.
The working hours for this position are Monday through Friday, 8am until 5pm Eastern Time with a one-hour lunch. The Service Desk Analyst position is an in-office position and is not eligible for hybrid or work-from-home options. Due to the nature of the client base that we support and contractual limitations, we can only consider applicants that are US Citizens.
Certification Requirements
This position will require the attainment of the following certifications (if not already obtained) within the first 6 months of employment:
- CompTIA IT Fundamentals
- Microsoft 365 Certified: Fundamentals
- NinjaOne Certified Technician
Salary : $50