{"id":3478248,"url":"https://alion.io/job/fidelitone-it-analyst-service-desk","title":"IT Analyst, Service Desk","company":{"id":673314,"name":"FIDELITONE","domain":"fidelitone.com","url":"https://alion.io/company/fidelitone","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":{"grade":"A","score":100,"open_postings":3,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":13,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Wauconda, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":25,"max":25,"currency":"USD","period":"hour","gross":null,"usd_annual":50000},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DNS","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-10-28T19:29:51Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-11-04T00:55:50Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"This is a hands-on position, with responsibility for applications network/server support and overall delivery of services to staff. The successful candidate will be a self-motivated individual with proven ability to fulfill service desk needs and systems support, and excellent communication within a team environment. While possessing the relentless dedication to customer service and a “do what it takes” attitude to meet the needs of both internal and external customers in service, sales, and operations, and our external clients. The IT Analyst, Service Desk will be responsible for the day-to-day operations of the company’s applications services as well as selective technology infrastructure, make recommendations for IT needs, and propose system enhancements that will improve the performance and reliability of the systems.\n\n ESSENTIAL FUNCTIONS\nMaintaining customer satisfaction at every step of service delivery. \nUtilize the ticketing system to update, resolve, or escalate, Incidents, Requests or Problems in a timely manner based on Service Level Agreements (SLAs). \nProvide Level 1 remediation and identify, troubleshoot and resolve hardware, software and network related problems experienced by end users in a multi-site network. \nInstalling, supporting, configuring, evaluating, maintaining, monitoring, and analyzing systems and software in the FIDELITONE network environment. \nStrong desktop OS troubleshooting skills and able to solve desktop/laptop related issues. \nCreate and Disable user accounts via Active Directory. \nIdentifying and preparing hardware for safe disposal. \nEnsuring the integrity and security of the company’s systems, including disaster recovery and back up. \nResolving service desk issues, simple to complex. \nAbility to participate in crafting SOPs for new problems encountered. \nAbility to follow established SOPs to resolve issues. \nSupport and maintenance of Company’s applications systems. \nManagement of the Company’s electronic devices, including inventory, purchasing, installation, and training. \nWillingness to be on call, travel and respond to emergencies during after-hours (on-call rotation). \nVarious other unknown duties assigned as the need arises. \nRequired Skills\nThis position requires a combination of exceptional interpersonal, communication, organizational, and various service desk and systems administration abilities.\nIn addition:\nAbility to work successfully in a team environment. \nAbility to interact with and collaborate with other departments in the company to solve problems. \nKnowledgeable of Outlook, O365 and various SMTP interface related systems. \nWindows Operating System (7/10), and related software. \nWindows Server 2012, 2016, 2019 active directory, group policy and DNS. \nWorking knowledge of ERP systems (Dynamics AX). \nWorking knowledge of WMS systems (Datex, PowerHouse). \nAbility to prioritize workload effectively according to needs of the organization. \nAbility to take initiative and work independently. \nAbility and willingness to learn new technologies. \nRequired Experience\nAssociate Degree in IT field or equivalent experience. 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