{"id":2423060,"url":"https://alion.io/job/noven-service-desk-analyst","title":"Service Desk Analyst","company":{"id":4423011,"name":"Noven","domain":"noven.com","url":"https://alion.io/company/noven","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Miami, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":47000,"max_usd":118000,"period":"year","method":"role_country_seniority_unknown","sample_n":2068},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-13T06:12:56Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-25T04:23:28Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":12},"description":"Overview\nProvide first and second line technical support to internal staff. Work with applications / systems to undertake analysis, diagnosis, and resolution of staff problems which may range from straightforward to more complicated technical issues.\nResponsibilities\nAct as a single point of contact for phone calls and emails from staff regarding IT issues and queries.\nReceiving, logging, and managing calls from internal staff via telephone and email.\nMaintain an Asset Database and track changes.\nTroubleshoot IT related problems from in-house software to hardware, such as Phones, Laptops, PCs and Printers\nTroubleshoot basic network issues.\nEscalate unresolved calls to the infrastructure support team.\nLog all calls in the Service Desk call logging system (Track-IT).\nMaintain a high degree of customer service for all support queries and adhere to all service management principles.\nProvide basic in-house training in MS Office applications.\nPublish support documentation to assist staff with requests for information and provide staff training if required.\nCreate user accounts, reset passwords, create groups, etc.\nArrange for external technical support where problems cannot be resolved in-house.\nUtilize remote control utilities to provide remote technical support. \nProvide end users with updates on inquires not immediately resolved. \nFollow-up with end users to ensure problem resolution and customer satisfaction. \nWilling to work shifts to accommodate coverage needs.\nQualifications\nCompetencies:\nEducation / Experience:\nHigh school diploma or GED and 2 or more years’ IT Service Desk and / or Call Center experience. Industry\ncertifications preferred, such as CompTIA A+, Microsoft.\nStrong knowledge of Microsoft based operating systems with emphasis on Windows XP Professional, Windows 7, 10, and 11 and Microsoft Office applications. Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, and delegation). Experience with Microsoft Teams, Mobile Device Management such as Intune, SCCM and Dameware.\nJudgment / Decision Making:\nPerforms basic, routine work of a technical, mechanical, or specialized nature. Selects correct processes from clearly prescribed rules, past practices, or instruction.\nWork Environment:\nMajority of time spent in office environment, labs, and manufacturing area operating computer equipment. While temporarily working on the IT managed computer systems within the labs and manufacturing areas, caution needs to be taken as there can be exposure to raw materials.\nPhysical Demands:\nVisual acuity and manual dexterity required to operate computers and proofread documents.\nOther:\nOccasional extra hours required to meet project deadlines. 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