Service Desk Analyst Full Time

Role – Service desk Analyst

Location – Morrisville, NC

Work Authorization : USC & GC

Job Description

· Provide first-level technical support via phone, email, chat, or ticketing tools (Jira / ServiceNow).

· Troubleshoot Windows 11 issues including login problems, performance issues, system configuration errors, and printer/peripheral support.

· Manage user accounts in Azure Active Directory including password resets, account unlocks, license assignments, and group membership updates as per SOP.

· Support Microsoft 365 applications—Outlook, Teams, OneDrive, SharePoint—covering login errors, sync issues, and basic configuration.

· Handle MFA (Multi-Factor Authentication) and password reset issues, authenticator setup, and related access problems.

· Provide basic VPN support, including connectivity troubleshooting, user login issues, and network checks.

· Support devices through MDM/Intune, including device enrollment, compliance alerts, and application deployment issues.

· Log, classify, prioritize, and resolve incidents according to SLAs; escalate to L2/L3 based on impact and complexity.

· Maintain clear and professional communication with end users and update tickets with accurate notes.

· Follow SOPs, adhere to security policies, and contribute to knowledge base improvements.

· Knowledge in identifying desktop, laptop, and printer issues.

Eligibility, Knowledge, Skills & Experience

· 1–5 years in a Service Desk or in an IT Support role.

· Strong knowledge of Windows 10/11, O365, Teams, Outlook, and general end-user troubleshooting.

· Phone support experience is mandatory.

· Experience in Technical helpdesk or technical call center support is required.

· Hands-on experience with Azure AD, Intune/MDM, MFA, and VPN support.

· Familiarity with ticketing tools like ServiceNow or Jira Service Management.

· 3-4 yrs of university education post High school (B.Sc. or Diploma).

· Excellent communication, customer service capability, and problem-solving skills.

· Ability to follow processes and work in a structured SLA-driven environment.

· A proactive mindset with the ability to make a meaningful impact.

· Customer focused with the eagerness to learn and grow continuously.

· A competitive spirit with a drive to excel and willing to work in 24/7 operational environment.

Thanks & Regards,

SHIV PRASAD

Raas Infotek Corporation.

262 Chapman Road, Suite 105A,

Newark, DE -19702

Direct No: 302-286-9858 Ext: 114

Email: Shiv.prasad@raasinfotek.com