IT Service Desk Analyst

E-Logic is seeking qualified IT Service Desk Analysts (Tier I / Tier II) to support The Prince Georges County Offices centralized IT Service Desk operations. The Service Desk serves as the single point of contact for IT support services providing technical assistance troubleshooting and service request fulfillment to thousands of end users across multiple agencies. This role supports a high-availability IT environment operating on call basis delivering responsive and high-quality technical support while maintaining strict service level agreements (SLAs).

Key Responsibilities

• Serve as the first point of contact for IT incidents and service requests via phone email chat ticketing system or in-person support.
• Provide Tier 1 and Tier 2 technical support for hardware software and network-related issues.
• Troubleshoot and resolve issues related to desktops laptops tablets printers mobile devices and enterprise applications.
• Deliver first-call resolution whenever possible and escalate complex issues to appropriate technical teams when required.
• Log track update and resolve incidents and service requests in the organizations IT Service Management (ITSM) system.
• Ensure all tickets contain complete documentation troubleshooting steps and resolution details.
• Monitor ticket queues and maintain compliance with defined service level agreements (SLAs).
• Install configure and support desktop operating systems and enterprise software.
• Provide hardware installation and troubleshooting including peripherals printers scanners and mobile devices.
• Assist with workstation deployments equipment refresh cycles and configuration tasks.
• Support account creation password resets and access management activities within enterprise identity platforms.
• Assist users with connectivity authentication and remote access issues.
• Provide professional courteous and clear communication with end users.
• Deliver white glove customer service to maintain high customer satisfaction ratings.
• Provide easy-to-follow guidance and instructions for users resolving common technical issues.
• Identify recurring issues and trends and recommend improvements.
• Contribute to knowledge base documentation and service improvement initiatives.
• Support IT Service Management practices including:Incident Management
• Problem Management
• Change Management
• Knowledge Management (ITIL aligned)

Required Qualifications

• Associates or Bachelors degree in Information Technology Computer Science or related field or equivalent experience.
• 2-5 years of experience in IT Service Desk or technical support roles.
• Experience supporting Windows desktop environments and enterprise applications.
• Familiarity with IT Service Management (ITSM) ticketing systems.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced 24/7 service desk environment.

Preferred Qualifications

• Experience supporting enterprise environments with large user populations.
• Knowledge of ITIL framework or ITSM best practices.
• Experience with technologies such as:Microsoft Windows 10/11
• Microsoft 365
• Active Directory / Entra ID
• VPN connectivity
• Mobile device support
• Industry certifications such as:CompTIA A
• CompTIA Network
• ITIL Foundation
• Microsoft certifications

Important Notice:

This role is part of a proposal for the Prince Georges County Office. Hiring is contingent upon the selection of the consultant. Selected candidates will be included in the proposal and must authorize the use of their resume for submission.