Enterprise Service Desk Analyst

Overview

Enterprise Service Desk Analyst

LOCATION: Columbia, MD (ONSITE)

JOB STATUS: Full-time

CLEARANCE: Active Secret Clearance Required

CERTIFICATION: CompTIA Security+ or equivalent 8140-compliant certification

TRAVEL: Less than 25%

Astrion has an exciting opportunity for an Enterprise Service Desk Analyst to support enterprise IT operations and end-user support services at our Columbia, MD location. This onsite position requires a technically skilled and customer-focused professional capable of contributing to daily service desk activities and supporting enterprise infrastructure, cybersecurity, and end-user computing operations.

REQUIRED QUALIFICATIONS / SKILLS

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field with 2+ years of relevant IT experience OR Associate degree with 5+ years of related experience
• Minimum of 2 years of experience in a Service Desk Analyst or IT support role
• Current relevant IT Industry certification(s) that meet DoD 8140 requirements (CompTIA Security+preferred)
• Strong understanding of Windows 11 environments, 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 technical 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, and leadership skills
• Ability to work collaboratively with infrastructure, cybersecurity, and compliance teams
• Strong organizational skills with the ability to manage multiple priorities and escalations
• Active Secret security clearance required

KEY RESPONSIBILITIES:

• Contribute to daily Enterprise Service Desk operations and ensure timely resolution of end-user support requests
• Provide technical support for hardware, software, mobile devices, and enterprise applications
• Manage and prioritize Help Desk tickets while maintaining excellent customer service standards
• Support workstation setup and provisioning including operating system installation, updates, and Azure enrollment
• Configure, maintain, and troubleshoot company laptop/desktop systems and related IT peripherals
• Support user account administration including password resets, MFA enrollment, and Office 365 account management
• Assist users with VPN connectivity, remote access, and enterprise collaboration tools
• Provide onboarding support for new employees including workstation setup and initial credential distribution
• Troubleshoot hardware, software, printer, and connectivity issues
• Support enterprise asset management and configuration management processes
• Coordinate with Cyber Operations teams to assist with malware remediation, endpoint investigations, and cybersecurity incident response activities
• Collaborate with the Enterprise IT Service team to communicate end-user requirements and support infrastructure upgrades
• Assist Cybersecurity Compliance teams with audits, evidence collection, and policy compliance activities
• Document technical procedures, troubleshooting steps, and recurring support solutions
• Position requires Monday through Friday onsite support at the Columbia, MD office
• Desired: Experience with ManageEngine ServiceDesk Plus/Pro and BeyondTrust Remote Support
• Desired: Experience supporting hybrid cloud environments including Microsoft Azure or AWS
• Desired: Background in Windows Server and Linux (RHEL preferred) administration
• Desired: Experience with enterprise network administration and troubleshooting
• Desired: Experience with IT asset management and configuration management processes
• Desired: Prior experience supporting cybersecurity compliance audits and documentation collection

Work Environment:

• Onsite role located in Columbia, MD
• Fast-paced enterprise IT environment supporting internal users and mission operations
• Collaborative team environment with interaction across cybersecurity, infrastructure, and compliance teams
• Opportunities to support enterprise modernization and continuous improvement initiatives