Service Desk Analyst

Service Desk Analyst – IT Services Company | On-Site in Marietta, GAAre you passionate about solving technical problems and delivering exceptional customer service? I’m currently working with a well-established IT services company that’s actively seeking a Service Desk Analyst to join their growing team in Marietta, GA. This is a fantastic opportunity for someone with a solid foundation in IT support and a customer-first mindset to step into a fast-paced, collaborative environment where every day brings something new.

You'll play a key role in supporting end users across various systems and platforms, with plenty of room to learn, grow, and make an impact. What You’ll Be Doing: Responding to inbound support requests via phone, email, and ticketing system, providing Level 1–2 technical assistance. Troubleshooting issues related to desktop applications, printers, network connectivity, and user account access. Managing user onboarding and offboarding processes across client environments. Documenting cases thoroughly and maintaining accurate user and system information in internal tools (ticketing system, CRM, project boards). Escalating complex issues to internal teams with clear, warm handoffs.

Proactively reviewing and updating open tickets and following up with end users. Collaborating with senior engineers to expand your technical knowledge. Writing and maintaining internal knowledge base articles to support ongoing learning and issue resolution. What We’re Looking For: Experience in a help desk or IT support role. Familiarity with Microsoft 365 admin tools and Windows 10/11. Proficiency with the Microsoft Office Suite and Microsoft Teams. Exposure to networking fundamentals (e. g. , switches, firewalls). Experience using service desk/ticketing platforms like Autotask or similar. A detail-oriented mindset with strong multitasking and organizational skills.

Excellent verbal and written communication – empathy and professionalism are key. Comfortable working in a metrics-driven environment and participating in an on-call rotation. Nice-to-Haves: Previous experience in a Managed Service Provider (MSP) setting. Microsoft certifications (particularly in Microsoft 365 or Endpoint Administration). Familiarity with Apple Business Manager or Microsoft Entra. Experience with tools like Google Workspace, ConnectWise, Jira, or similar platforms. Bachelor’s degree in a relevant field (preferred, not required). This is a full-time, on-site role with opportunities for professional development, certification support, and mentorship from a knowledgeable team.

If you’re based near Marietta and ready to take the next step in your IT career, I’d love to connect with you and share more details.