Service Desk Support Analyst

Department: Information Technology

Reports To: Director of Infrastructure & Security

Location: Norwood, MA. Onsite, with occasional travel to company locations.

Structure: Roughly 80 percent Tier 1 end user support and device setup, 20 percent documentation, knowledge base, and support improvement.

Salary Range: $55,000 to $70,000 annually, based on experience and demonstrated skill.

Position Summary

M.S. Walker is seeking a sharp, curious, and customer focused problem solver to join our Information Technology team. This role is the front line of technology support for the entire company. You are the first person our people come to when something is not working, and you own that request from the first message through to resolution. Most of your week is spent resolving hardware, software, and access issues, setting up devices, and keeping the support queue moving. The rest is spent writing documentation, building out our knowledge base, and helping us make support better.

We care most about how you think. Strong critical thinking, sound judgment, and the ability to break a problem down and work it methodically matter more to us than any specific technical background. If you understand how a business runs, communicate clearly, and learn quickly, we will teach you the technology.

This is a genuine growth role. It is a strong fit for someone who wants to build a long term career in technology. You will start on the service desk, build real depth in the systems that run our business, and take on more as you are ready, with a path into infrastructure, cybersecurity, business systems, or automation as our digital transformation continues. Prior IT experience is preferred but not required.

How The Role Breaks Down

• About 80 percent, Tier 1 end user support. You are the first point of contact for technology support, working the ticket queue and handling device setup, onboarding, and day to day troubleshooting.
• About 20 percent, documentation and continuous improvement. You write knowledge articles and self service guides, keep records accurate, and help the IT team spot and fix the issues that keep coming back. This side of the role grows as you build technical depth.
  
  

Essential Duties And Responsibilities

Tier 1 End User Support and Device Setup (about 80 percent of the week):

• Serve as the first point of contact for technology support requests across the organization, arriving by ticket, phone, Teams, email, and walk up.
• Own the support queue. Triage incoming requests, set priority appropriately, respond within our service targets, and keep every ticket accurate and current from open to close.
• Diagnose, troubleshoot, and resolve hardware, software, account access, and connectivity issues. Escalate complex issues to the right people while keeping ownership of the user relationship and communication.
• Resolve as much as possible on first contact, and know when handing an issue off is the faster path for the person waiting.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, Excel, and Word, and help users get more value from Microsoft Copilot.
• Configure, deploy, maintain, and troubleshoot laptops, desktops, tablets, mobile devices, printers, and peripherals.
• Prepare equipment and accounts for new employee onboarding, and handle offboarding activities and asset recovery.
• Perform workstation replacements, refresh work, and hardware lifecycle activities, and keep inventory and asset records accurate.
• Provision user accounts and access, assist with password resets, multifactor authentication setup, and account security requests, and support Active Directory, Microsoft Entra ID, and Microsoft 365 user administration following established security and compliance procedures.
• Support warehouse, logistics, manufacturing, and office technology, including handheld devices, barcode scanners, printers, and label printers, and help users with ERP and WMS access issues, coordinating with vendors and internal technical resources when needed.
• Provide clear, patient support to users at every level of technical comfort, and follow up until the person confirms the issue is resolved.
• Recognize when an issue is urgent or affects more than one person, and raise it quickly so the team can respond.
  
  

Documentation and Continuous Improvement (about 20 percent of the week):

• Write and maintain clear documentation, including knowledge articles, how to guides, and self service resources for employees.
• Build out our internal support documentation so common requests are resolved faster and more consistently across the team.
• Spot recurring issues and patterns in support requests, and recommend practical ways to reduce them.
• Assist the IT team with rollouts, testing, and hardware and software deployments as they reach end users.
• Look for repetitive support tasks worth automating, bring them to the team, and assist with scripting as your skills grow.
• Take on stretch assignments that build your technical depth over time.
  
  

Qualifications

We hire for aptitude first. We want a solid basic technical foundation and, more than that, the judgment, curiosity, and drive to grow well beyond it. The Required items are what we truly care about. The Preferred items are helpful but teachable, and none of them are a barrier to applying.

Required

• Strong critical thinking and problem solving. You can take an unfamiliar problem, break it into parts, and work it to resolution.
• A real service mindset. You stay patient with people who are frustrated, you tell them what is happening, and you follow through.
• A solid basic technical foundation. You are comfortable with Windows and Microsoft 365 (Outlook, Teams, Excel, Word) and with Apple devices such as iPhone and iPad, and you can work through everyday technology problems methodically. We will teach the depth.
• A strong desire to learn all kinds of technology. You want to understand how things work across the board, from Windows and Apple devices to networking and cloud services, and you treat an unfamiliar system as something to figure out rather than avoid.
• A desire to learn and leverage AI in your own work. You are eager to use tools like Microsoft Copilot to work smarter and solve problems faster, and you want to keep building that skill as these tools evolve.
• Clear communication. You can explain technical topics to nontechnical people, and you listen well.
• A real understanding of how a business operates and a drive to learn how our people actually use technology to do their jobs.
• Strong organization and the ability to work a steady queue of requests, switching between them without letting anything slip.
• Ownership and follow through. You see requests all the way through and keep people informed along the way.
• Associate degree or equivalent experience. A degree in any field is welcome. An IT specific degree is not required.
• Valid driver's license and willingness to travel occasionally between company locations.
  
  

Preferred (helpful, Not Required, We Will Train)

• Prior IT experience of any kind, such as technical support, helpdesk, or desktop support.
• Experience with ticketing systems and IT service management processes.
• Familiarity with Active Directory, Microsoft Entra ID, and Intune.
• Familiarity with Microsoft 365 administration, Teams, SharePoint, and Copilot.
• Understanding of networking fundamentals, endpoint management, and cybersecurity basics.
• Experience supporting warehouse, manufacturing, or distribution environments.
• Scripting or programming experience of any kind, such as Python, PowerShell, or coursework projects.
• CompTIA A , Network , Security , or Microsoft certifications.
  
  

Success Factors

• Think critically and take ownership of problems from start to finish.
• Respond quickly, communicate clearly, and close the loop on every request.
• Provide excellent service and build positive relationships across the company.
• Balance technical work with clear, human communication.
• Embrace continuous learning and treat every unfamiliar task as a chance to grow.
• Show initiative in spotting ways to improve how technology serves the business.
• Thrive in a collaborative, fast paced operational environment.
  
  

Physical Requirements

• Ability to work at a computer workstation for extended periods.
• Ability to lift and transport technology equipment up to 50 pounds.
• Ability to move throughout office, warehouse, and production environments.
• Ability to travel occasionally between company facilities.
  
  

Why Join M.S. Walker

At M.S. Walker, technology plays a critical role in supporting one of the leading beverage distributors and manufacturers in the Northeast. You will work alongside experienced technology professionals and get real exposure to Microsoft 365, AI, automation, cybersecurity, ERP systems, warehouse technology, and enterprise infrastructure. This role is built for someone who wants to grow, make a direct impact on daily operations, and build a long term career in technology.

Benefits

We offer a Comprehensive Benefits Plan that includes the following:

• Medical & Dental Insurance
• Vision Coverage
• Paid-Time-Off Program
• Fidelity Investments 401k
• Disability, Life, Accident & Illness Insurance Packages
• Discounted Fitness Memberships
• Free & Discounted Work/Life Resources
• Career Advancement Opportunities
  
  

Who We Are

Founded in Boston in 1933, M.S. Walker is a 5th-generation, family-owned wine and spirits importer and distributor, a spirits bottler, and a national supplier. We serve On-Premise and Off-Premise establishments throughout the Northeast, with direct operations in Massachusetts, New York, New Jersey and Rhode Island and brokerage operations in Maine, New Hampshire and Vermont. We represent a budding portfolio of wine and spirits nationwide, including our own brands, and we strive to offer the most prestigious portfolio in the industry. M.S. Walker has built our foundation and future on our people – our employees are truly our greatest asset. Our company boasts a diverse pool of exceptionally special team members who each bring their unique skills and experience to the organization.

Mission Statement

Since 1933, our mission has been firmly rooted in our core values of family, integrity, respect, honesty, and hard work. We are deeply committed to upholding these principles for our team members, customers and suppliers alike. We seek to build and maintain long-lasting relationships based on trust and reliability. By honoring our heritage and embracing innovation, we aim to continuously improve and adapt to meet the evolving needs of our industry, while responsibly contributing to the communities we serve. Together, we strive to elevate the spirit of hospitality and foster a vibrant and respectful culture in all facets of the organization and beyond.