Enterprise Service Desk Analyst (Microsoft)

Location: Onsite in Huntsville, Alabama, United States; Monday through Friday onsite support is required.

Company

Enterprise IT operations and end-user support environment serving internal users and mission operations.

What you will do

• Operate the enterprise service desk and resolve end-user requests involving hardware, software, mobile devices, printers, connectivity, VPN, MFA, and enterprise applications.
• Manage and prioritize help desk tickets, escalations, documentation, and recurring support solutions.
• Set up and provision workstations, including operating system installation, updates, Azure enrollment, account administration, password resets, MFA enrollment, and Office 365 management.
• Configure, maintain, and troubleshoot laptops, desktops, peripherals, remote access, and collaboration tools.
• Support asset and configuration management, infrastructure upgrades, and enterprise modernization initiatives.
• Coordinate with cybersecurity, infrastructure, and compliance teams on malware remediation, endpoint investigations, incident response, audits, evidence collection, and policy compliance.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field with 2+ years of relevant IT experience, or an Associate degree with 5+ years of related experience.
• At least 2 years of experience as a Service Desk Analyst or in an IT support role.
• Active Secret security clearance required.
• Current IT industry certification meeting DoD 8140 requirements; CompTIA Security+ or equivalent certification is required, with Security+ preferred in the source.
• Strong understanding of Windows 11, Microsoft Office 365, Azure Gov, and enterprise IT support operations.
• Experience with Microsoft Defender, Intune, remote support tools, and Microsoft Entra ID.
• Ability to diagnose and resolve advanced issues involving workstations, mobile devices, VPN connectivity, MFA, and enterprise applications.
• Experience managing and prioritizing help desk tickets in a fast-paced enterprise environment.
• Excellent customer service, communication, leadership, collaboration, organization, and prioritization skills.

Nice to have

• Experience with ManageEngine ServiceDesk Plus/Pro and BeyondTrust Remote Support.
• Experience supporting hybrid cloud environments, including Microsoft Azure or AWS.
• Windows Server and Linux administration experience, preferably RHEL.
• Enterprise network administration and troubleshooting experience.
• IT asset management and configuration management experience.
• Experience supporting cybersecurity compliance audits and documentation collection.

Culture & Benefits

• Full-time role in a fast-paced enterprise IT environment.
• Collaborative work with infrastructure, cybersecurity, and compliance teams.
• Less than 25% travel.
• Opportunities to support enterprise modernization and continuous improvement initiatives.