Service Desk Analyst

URGENT HIRING: Service Desk Analyst (Level I & II)LocationWauwatosa (Fully Onsite)Job Type: Full-Time, Direct HireInterviewing Today | Start This WeekCompensation Rate:Level I: 18-18-20 USD per hourLevel II: $23 USD per hourCritical Requirements (Most Important): ServiceNow ticketing system experience Active Directory (AD) - user account management, password resets, group policies Laptop/PC troubleshooting - hardware and software Basic network (TCP/IP, DNS, DHCP, connectivity) & basic server knowledge Azure Virtual Desktop (AVD) - required for Level 2; a plus for Level 1OverviewUnder direct supervision, the IT Support Analyst delivers end-to-end support in accordance with IT service level agreements. By partnering with end-users and technology groups, the Analyst ensures all incidents are analyzed, resolved, and reported back within the promised time frames.This is an urgent hire - interviews conducted today, with start date possible next week.ResponsibilitiesFacilitate IT support incident response/resolution and service request fulfillment services by engaging clients onsite and via multiple communication channels, managing client expectations as the primary point of contact.Troubleshoot laptops, PCs, and peripherals to resolution or escalate to appropriate teams or vendors when necessary.Document all reported issues, troubleshooting steps and resolutions in ServiceNow ticketing system.Provide feedback, additions and updates to the knowledge base where applicable.Follow established Information Technology Infrastructure Library (ITIL) processes and procedures.Perform operational tasks, including, but not limited to, infrastructure, product development, and information security non-automated procedures.Properly evaluate, troubleshoot, escalate, and document issues.Complete work in a timely and accurate manner while providing exceptional customer service.Stay current on the latest technologies, trends and strategies in use by the company.For Level 2 candidates: Support end users on Azure Virtual Desktop (AVD) and VDI environments.Other duties as assigned.Job RequirementsMust be authorized to work in the United StatesLevel 1: 1+ year of customer service or entry-level IT support experience. Fresh graduates with strong technical aptitude encouraged to apply.Level 2: 2+ years of desktop support or service desk experience required. ? ServiceNow experience required - creating, updating, and resolving tickets ? Active Directory (AD) experience required - user creation, group management, password resets, OU navigation ? Laptop/PC troubleshooting experience required - hardware replacement, driver issues, OS reinstallation, software conflicts ? Basic networking knowledge required - TCP/IP, DNS, DHCP, basic switch/router troubleshooting ? Basic server knowledge required - file/print servers, understanding of server roles, basic health checks ? Azure Virtual Desktop (AVD) experience required for Level 2; considered a strong plus for Level 1Excellent command of English (written and verbal) is a prerequisite for this roleDemonstrates ability to communicate across all levels of the organization, clearly articulating technical ideas to a non-technical audience, both verbally and in writing is requiredKnowledge of typical desktop computer software, including skills in Microsoft Office and email is necessaryAbility to work both independently and within a teamCustomer service skills, including the ability to manage and respond to different customer situations while maintaining a positive and friendly attitude are essentialIn addition, organizational and problem-solving skills, a can-do attitude, and the ability to adjust to changing requirements are essentialFully onsite commitment - this is not a hybrid or remote roleEducational Requirements:Bachelor's degree/diploma in Computer Science, Information Technology or equivalent, OR equivalent work experienceITIL knowledge is a plus

Created: 2026-05-15