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 with some hands on technology experience 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.

We care most about how you think. Critical thinking, sound judgment, and the ability to break a problem down and work it methodically matter more to us than the specific tools and platforms you have used. This role is ideal for someone with approximately one to two years of hands on technology experience, or equivalent experience gained through an internship or co op. We value capability, curiosity, and a willingness to learn just as much as how that experience was obtained, and we will teach you the depth.

You will start by building a strong foundation on our Service Desk, gaining hands on experience with the systems, processes, and technologies that power our business. As you grow, you will have opportunities to take on increasing responsibility and explore career paths across infrastructure, cybersecurity, business applications, and automation as our digital transformation continues.

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 queue. Triage, 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. Resolve what you can on first contact, and escalate when handing an issue off is the faster path for the person waiting, while keeping ownership of the user relationship and communication.
• 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, including workstation refresh and lifecycle work, and keep inventory and asset records accurate.
• Prepare equipment and accounts for new employee onboarding, and handle offboarding activities and asset recovery.
• 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, follow up until the person confirms the issue is resolved, and raise urgent or multi user issues 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, 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, including repetitive tasks worth automating.
• Assist the IT team with rollouts, testing, and hardware and software deployments as they reach end users.
• Take on stretch assignments that build your technical depth over time, including scripting as your skills grow.

Qualifications

We are not looking for a deep specialist. We are looking for someone who has already spent hands on time with technology, can walk us through how they worked a problem, and has the judgment, curiosity, and drive to grow well beyond where they are today. The Required items are what we truly care about. The Preferred items are genuinely teachable, and we will train on them.

Required

• Strong critical thinking and problem solving. You can take an unfamiliar problem, break it into parts, and work it to resolution.
• Hands on technology experience. Roughly one to two years in a technology support or operations role, a completed IT internship or co op, or a technical role in another field where you supported systems and the people using them. What matters is that you have worked in a real environment with real users and real consequences, and that you can walk us through that work specifically. More experience than that is welcome.
• A real service mindset and clear communication. You stay patient with people who are frustrated, you explain technical topics to nontechnical people, you listen well, and you follow through until the person confirms it is resolved.
• 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.
• A strong desire to learn, across all kinds of technology and including AI. You treat an unfamiliar system as something to figure out rather than avoid, and you are eager to use tools like Microsoft Copilot to work smarter as they evolve.
• Strong organization and a real understanding of how a business operates. You can work a steady queue of requests without letting anything slip, and you want to learn how our people actually use technology to do their jobs.
• 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

• Two or more years in a help desk, desktop support, or IT operations role, or experience in a formal service desk environment with defined response targets.
• Experience with ticketing systems and IT service management processes.
• Familiarity with Active Directory, Microsoft Entra ID, Intune, and Microsoft 365 administration.
• 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 or PowerShell.
• CompTIA A , Network , Security , or Microsoft certifications.

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.

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, with a direct impact on daily operations.

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.