Service Desk Analyst 2

Respond to incoming call and email queues promptly, documenting incidents accurately into the case management system while managing personal ticket queues. Perform first-level troubleshooting to diagnose issues, escalate critical problems, and resolve basic to moderately complex user problems to ensure productivity. Administer Microsoft Windows Server environments, Active Directory, GPOs, and M365 services including Azure, EntraID, and Intune. Monitor system security guidelines, create user accounts, and maintain email and database support. Participate in after-hours on-call rotation for 24x7 coverage, including nights and weekends, with a one-week-on, six-weeks-off schedule. Work Monday through Friday, 8am to 5pm Eastern, with flexibility for occasional outside hours based on client demand.