Service Desk Analyst

QinetiQ US•Lorton, VA

22h

About The Position

QinetiQ US are seeking a proactive and customer-focused Service Desk Analyst to join our IT support team. The Service Desk Analyst will serve as the first point of contact for technical assistance, providing high-quality support to end users and ensuring timely resolution of IT-related issues. This role requires strong troubleshooting skills, excellent communication abilities, and a commitment to delivering exceptional customer service.

Requirements

Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience).
5+ years of experience in IT support, help desk, or service desk role.
Working knowledge of Windows and macOS operating systems.
Familiarity with Microsoft 365 applications, 365 Administration and Active Directory.
Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
Experience with ticketing systems (ServiceNow) and ITSM tools.
Strong problem-solving and analytical skills.
Excellent verbal and written communication skills.

Nice To Haves

IT certifications such as CompTIA A+, Network+, or ITIL Foundation.
Experience with remote support tools and endpoint management systems.
Knowledge of cybersecurity best practice.
Experience supporting cloud-based environments.

Responsibilities

Serve as the first point of contact for all IT support requests via phone, email, and ticketing system.
Administer Entra ID services.
Administer SharePoint, Teams, and OneDrive services.
Administer Exchange Online services.
Configure and maintain Microsoft 365 applications.
Collaborate with other IT professionals to integrate Microsoft 365 with other systems.
Manage Microsoft 365 licenses and subscriptions.
Ensure compliance with industry and government regulations as it pertains to Microsoft 365.
Provide training and support to users of Microsoft 365 applications.
Stay up to date with technology advancements and improvements in Microsoft 365.
Log, categorize, and prioritize incidents and service requests accurately.
Diagnose and resolve hardware, software, and network issues.
Escalate complex issues to second- or third-line support teams as needed.
Follow up with users to ensure resolution and customer satisfaction.
Maintain accurate documentation of incidents, resolutions, and procedures.
Assist with onboarding/offboarding processes (account setup, permissions, hardware provisioning).
Support remote users using remote desktop tools.
Contribute to knowledge base articles and continuous process improvement initiatives including, including user guides and troubleshooting procedures.
Adhere to SLAs, KPIs, and IT service management best practices.
Assisting with user account management tasks such as password resets and account unlocks.
Assisting with the installation, configuration, and troubleshooting of hardware and software.