Enterprise Service Desk Analyst
Required skills
- Active Secret Clearance
- CompTIA Security+
- Windows 11
- Microsoft Office 365
- Azure Gov
- Microsoft Defender
- Intune
- Remote Support tools
- Microsoft Entra ID
- MFA
Nice to have
- ManageEngine ServiceDesk Plus/Pro
- BeyondTrust Remote Support
- hybrid cloud
- Microsoft Azure
- AWS
- Windows Server
Role summary
Astrion seeks an Enterprise Service Desk Analyst in Huntsville, AL, for an onsite, full-time role requiring an Active Secret Clearance and a CompTIA Security+ or equivalent certification. The analyst will support enterprise IT operations, end-user support, and cybersecurity initiatives. Responsibilities include resolving technical issues for hardware, software, and applications, managing help desk tickets, supporting workstation setup and user accounts, and coordinating with cybersecurity teams on incident response and compliance activities. A Bachelor's degree with 2+ years of IT experience or an Associate degree with 5+ years of experience is required, along with a minimum of 2 years in a Service Desk or IT support role. Strong understanding of Windows 11, Office 365, Azure Gov, Microsoft Defender, Intune, and Entra ID is essential.
Enterprise Service Desk Analyst
LOCATION: Huntsville, AL (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 Huntsville, AL 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 Huntsville, AL 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 Huntsville, AL
- 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
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