Service Desk Analyst
The Service Desk Analyst provides Tier 1 technical support within an on-site service desk environment, serving as the primary point of contact for end users experiencing hardware, software, network, and account management issues. This role involves incident logging and resolution using the ServiceNow platform, escalating complex issues appropriately, and maintaining accurate ITSM records while delivering exceptional customer service. The position supports onboarding/offboarding, device deployment, and adherence to IT security policies in a federal government context requiring Public Trust clearance.
About Careertakes
👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, IT.
Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.
What You’ll Do
Confidential Client is hiring a Service Desk Analyst to deliver Tier 1 technical support at an on-site service desk in Johnson City, TN. You will be the first point of contact for end users and will diagnose, document, and resolve common hardware, software, connectivity, and account issues. Key activities include:
- Serve as the first point of contact via walk-up, phone, email, and ticketing channels.
- Log, triage, prioritize, and update incidents and service requests in ServiceNow.
- Perform Tier 1 troubleshooting for desktops, laptops, printers, peripherals, Microsoft 365 apps, and basic network issues.
- Assist with account management tasks: password resets, account unlocks, and access provisioning/de-provisioning using Active Directory / Azure AD.
- Escalate complex incidents to Tier 2/3 with thorough documentation and diagnostic details.
- Support onboarding/offboarding activities: equipment setup, imaging, configuration, and retrieval.
- Maintain accurate hardware/software records in the CMDB and support asset tracking.
- Contribute to and follow knowledge base articles, runbooks, and standard operating procedures.
- Monitor ticket SLAs and proactively follow up on aging or unresolved tickets.
- Participate in team meetings, training, and continuous-improvement activities.
- Adhere to IT security policies, acceptable use standards, and compliance requirements.
Who You Are (Required Qualifications)
- High school diploma or GED required; Associate’s or Bachelor’s in IT, Computer Science, or related field preferred.
- 1+ years experience in an IT service desk, help desk, or end-user support role.
- Practical experience with an ITSM/ticketing platform; hands-on ServiceNow experience preferred.
- Familiarity with Microsoft Windows 10/11, Microsoft 365 (Outlook, Teams, Word, Excel, SharePoint).
- Working knowledge of Active Directory / Azure AD for account tasks.
- Strong customer service orientation and clear verbal/written communication skills in English.
- Ability to prioritize, manage multiple tickets, and meet SLA targets with attention to detail.
- Must be able to obtain a Public Trust clearance.
Preferred / Nice-to-Have Skills
- CompTIA A+, ITF+, or Microsoft 365 Fundamentals (MS-900).
- ITIL Foundation or familiarity with ITIL incident/service management concepts.
- Experience supporting federal government or other regulated IT environments.
- Experience with remote support tools, imaging/deployment tools (SCCM, Intune), and ServiceNow self-service/knowledge base administration.
- HDI Support Center Analyst (HDI-SCA) or equivalent.
Compensation & Benefits
- Estimated salary: $53,948 per year (estimated).
- Competitive benefits package may include health, dental, vision, 401(k) with matching, flexible spending accounts, paid holidays, and paid time off.
- Opportunities for professional development, certifications, and career growth.
Work Location & Clearance
- On-site role in Johnson City, TN (local candidates preferred).
- This position requires the ability to obtain a Public Trust clearance; candidates must meet background and suitability requirements.
Equal Opportunity & Hiring Transparency
Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.
If you have questions about how your data is used, please contact us directly.
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