Service Desk Analyst, Temp - Dynamic Energy

About the position

Provide first and second-level technical support across a modern enterprise environment. This role is responsible for troubleshooting hardware, software, and user access issues, with a strong emphasis on Microsoft cloud technologies, identity management, and end-user experience. The ideal candidate brings hands-on experience supporting Microsoft 365, managing user identities in Microsoft Entra ID, and resolving authentication and access-related issues in a fast-paced environment.

Responsibilities

  • Respond to and resolve technical support requests via phone, email, and ticketing system using ServiceNow
  • Troubleshoot and support end-user issues across Windows devices, applications, and enterprise systems
  • Install, configure, upgrade, and remove software (Windows 10/11, Microsoft Office applications)
  • Provide hardware support including troubleshooting, imaging, and deployment of desktops and laptops
  • Support mobile devices and tablets including setup, configuration, and issue resolution
  • Administer and support Microsoft 365 services including Exchange Online, Teams, and SharePoint Online
  • Manage user accounts, groups, and access in Microsoft Entra ID and on-premises Active Directory
  • Perform user lifecycle management (joiner, mover, leaver processes)
  • Assign, manage, and audit Microsoft 365 licenses
  • Troubleshoot authentication and access issues, including: Multi-Factor Authentication (MFA) challenges, Account lockouts and login failures, Conditional access and access-related issues
  • Administer and troubleshoot collaboration platforms including: Microsoft Teams, Cisco Webex / Call Manager
  • Support SharePoint Online site creation, permissions, and troubleshooting
  • Support endpoint management tools such as Microsoft Intune and/or SCCM
  • Maintain and support asset management systems (e.g., LANDesk, SCCM)
  • Provide support for Lenovo ThinkPad laptops and Dell OptiPlex desktops
  • Deliver excellent customer service through clear communication (written, verbal, and in-person)
  • Conduct new hire IT orientations covering systems, access, and support processes
  • Prioritize and manage multiple tasks, incidents, and requests effectively
  • Follow ITSM best practices including proper ticket documentation, prioritization, and SLA adherence
  • Escalate complex issues to appropriate teams as needed

Requirements

  • Minimum 2+ years of Service Desk or IT Support experience
  • Hands-on experience with: Microsoft 365 administration
  • Microsoft Entra ID / Active Directory user management
  • Troubleshooting login, access, and MFA-related issues
  • Experience with ServiceNow or similar ticketing systems
  • Ability to work flexible hours, including occasional evenings or weekends
  • Strong organizational and time management skills
  • Ability to work independently and collaboratively in a team environment
  • Strong problem-solving and analytical skills
  • Understanding of security best practices (least privilege access, handling suspicious activity, etc.)

Nice-to-haves

  • Some server administration a plus.
  • Familiarity with Microsoft Azure portal and basic administration concepts is a plus.
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