Enterprise Service Desk Analyst

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%

SALARY: $40-55,000 Annually

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

• Similar Jobs

• Junior Enterprise Service Desk Analyst

What We Offer

• Competitive salaries
• Continuing education assistance
• Professional development
• Multiple healthcare benefits package options
• 401K with employer matching
• Competitive time off policy along with a federally recognized holiday schedule

Who We Are

At Astrion, we innovate, elevate, and shape the world of tomorrow. At our core is our purpose to “Be the Difference”. This means we encourage our employees to take action and be the driving force for positive change. We foster an environment where innovative solutions flourish, and our company continuously evolves.

We have a culture of care, empathy, and making a tangible difference within our organization and communities. We embrace continuous learning, growth, and innovation, and pushing the boundaries of what’s possible. We promote collaboration and empowering our teams is at the core of our success.

Be the Difference

Astrion offers comprehensive services that boost preparedness, optimize performance, and ensure success across various domains, from Cyber to Digital, Mission and Systems, servicing our nation's Civilian, Defense and Space communities. We support customers with Centers of Excellence in Washington DC, Huntsville, AL and Burlington, MA with an additional 36 locations across the U.S.

Join Astrion and Be the Difference in your career and the world!

Astrion is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.