Service Desk Analyst II

Service Desk Analyst II

Join a team that powers communities and builds careers. Davis H. Elliot Company Inc. is a 100% Employee-Owned company committed to excellence through continuous improvement in Safety Quality and Productivity for the benefit of our employee-owners customers and suppliers. Since 1946 Elliot has built a reputation as a trusted leader in engineering energy delivery technical services and technology solutions. When you join Elliot youre more than an employee youre an owner with the opportunity to grow your career make a meaningful impact and share in our success.

Snapshot:

Davis H. Elliot Company Inc. is seeking a Service Desk Analyst II to provide intermediate-level technical support across the organization. This role is responsible for troubleshooting and resolving hardware software Microsoft 365 network and mobile device issues while supporting device lifecycle management hardware refresh initiatives and access-control technologies. The ideal candidate is a customer-focused IT professional with strong technical troubleshooting skills a passion for helping users and the ability to work independently while collaborating effectively with technology teams.

Overview:

The Service Desk Analyst II serves as a key member of the IT team delivering technical support and maintaining a positive end-user experience across the enterprise. This position diagnoses and resolves moderate-complexity technology issues supports the deployment and management of endpoint devices assists with access-control systems and contributes to continuous improvement initiatives. The role works closely with employees technical teams and third-party vendors to ensure reliable and efficient technology services that support business operations.

A Day in the Life:

• Provide intermediate-level technical support for Windows operating systems Microsoft 365 applications hardware printers mobile devices and related technologies.
• Troubleshoot and resolve software hardware account access and connectivity issues.
• Diagnose and resolve Microsoft 365 Windows and network-related issues of moderate complexity.
• Document support activities troubleshooting steps resolutions and recommendations within the service management system.
• Escalate complex or recurring issues to senior technical resources when appropriate.
• Configure deploy image and maintain computers laptops tablets and mobile devices.
• Support hardware refresh initiatives including deployment planning coordination and end-user communication.
• Manage hardware inventory and device lifecycle records.
• Ensure devices are configured according to company standards and security requirements.
• Support mobile device enrollment management and troubleshooting using Microsoft Intune or similar platforms.
• Assist with troubleshooting badge access systems security cameras and other access-control technologies.
• Support user account administration password resets and access requests.
• Coordinate with internal departments and vendors to resolve technology-related service interruptions.
• Assist with office moves technology deployments and equipment setup across company locations.
• Maintain technical documentation knowledge base articles and standard operating procedures.
• Identify recurring technical issues and recommend process improvements.
• Collaborate with infrastructure security application and business teams to resolve issues efficiently.
• Provide guidance and support to Service Desk Analyst I team members as needed.
• Perform other duties as assigned.

  Qualifications & Skills:

• 2-4 years of information technology support help desk or service desk experience.
• Working knowledge of Microsoft Windows operating systems and troubleshooting methodologies.
• Working knowledge of Active Directory and Microsoft 365 administration fundamentals.
• Experience supporting imaging configuring and deploying desktop laptop and mobile devices.
• Experience utilizing Microsoft Intune or a similar endpoint management or mobile device management solution.
• Strong troubleshooting analytical and problem-solving skills.
• Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Ability to work independently while exercising sound judgment within established guidelines.
• Ability to successfully complete pre-employment screenings including background and drug testing.
• Associate degree in Information Technology Computer Science or a related field is beneficial.
• CompTIA Network or similar industry certification is beneficial.
• Experience supporting hardware refresh initiatives and device lifecycle management programs is beneficial.
• Experience troubleshooting Microsoft 365 Windows and network connectivity issues in an enterprise environment is beneficial.
• Experience supporting physical security or access-control technologies including badge access systems and camera systems is beneficial.
• Additional Microsoft endpoint management or IT service management certifications are beneficial.
• Strong desire to learn develop and grow within a dynamic organization.

Benefits & Culture:

Our success is based on our customers confidence in us our peoples loyalty hard work and performance and the traditions with which Mr. Davis H. Elliot began the company in 1946. We know that strong teams are built by fostering a culture of respect collaboration and shared success. Some of the benefits we offer our team include:

• Medical Dental Vision Insurance
• Short-Term Disability and Long-Term Disability Insurance
• Company Paid Life Insurance w/ additional Voluntary Life Insurance
• 401K w/ company match
• Employee Stock Ownership Program
• Paid Vacation
• Servant Leadership Training