Service Desk Analyst (Tier 1 & Tier 2 - IT Support and Cybersecurity Compliance)

Be Part Of A High-Performing Team

Join a technology support team serving organizations that operate in security-conscious and highly regulated IT environments. This opportunity involves supporting enterprise users, resolving technical challenges, and maintaining reliable IT operations while adhering to established cybersecurity standards and information security practices.

The team supports environments where service reliability, data protection, and operational efficiency are critical. Professionals in this role will collaborate with IT specialists, security teams, and end users to resolve incidents, strengthen support processes, and ensure technology services meet organizational and compliance requirements.

What's In Store For You

• Hybrid Work Arrangement: Based in Charlotte, NC, offering a combination of onsite collaboration and remote support.
  

• Long-Term Contract Opportunity: Contribute to ongoing enterprise IT support operations and service delivery.
  

• Security-Focused Environment: Gain exposure to organizations operating under federal cybersecurity and regulatory requirements.
  

• Enterprise Technology Exposure: Work with Microsoft technologies, IT service management platforms, and security-conscious infrastructure.
  

• Collaborative IT Team: Partner with technical support, infrastructure, and cybersecurity professionals to deliver dependable technology services.
  

How You Will Make An Impact

• Deliver responsive Tier 1 and Tier 2 technical assistance to enterprise users through phone, email, chat, remote support tools, and IT service management platforms.
  

• Investigate and resolve workstation, operating system, application, hardware, and network connectivity issues to minimize business disruption.
  

• Support Microsoft Windows, Microsoft 365, Active Directory, and enterprise applications while ensuring consistent service availability.
  

• Manage user identity and access requests, including account provisioning, password resets, permissions, and basic access troubleshooting.
  

• Track incidents and service requests using ITSM platforms such as ServiceNow, Jira Service Management, or equivalent systems.
  

• Diagnose technical problems, identify root causes when appropriate, and escalate complex issues to infrastructure, network, or security teams.
  

• Maintain accurate technical documentation, incident histories, troubleshooting procedures, and knowledge base resources.
  

• Follow established cybersecurity controls and IT operating procedures aligned with frameworks such as FedRAMP, CMMC, and NIST.
  

• Support secure endpoint operations, remote connectivity, VPN access, and related enterprise technologies.
  

• Meet established service-level agreements (SLAs), maintain effective ticket prioritization, and deliver a positive end-user experience.
  

Requirements

Are You An Experienced IT Service Desk Professional With Expertise In Enterprise Support And Cybersecurity Compliance?

• 5+ years of professional experience in IT Service Desk, Help Desk, Desktop Support, or comparable enterprise technical support positions.
  

• Practical experience working in environments governed by FedRAMP, CMMC, NIST 800-171, or NIST 800-53 cybersecurity requirements.
  

• Strong hands-on troubleshooting experience with Windows operating systems, Microsoft 365, enterprise applications, and end-user computing devices.
  

• Working knowledge of Active Directory, including account administration, password management, access permissions, and user provisioning.
  

• Understanding of fundamental networking concepts, including TCP/IP, DNS, DHCP, VPN connectivity, and common network troubleshooting procedures.
  

• Experience managing incidents, service requests, and escalations through established ITSM or ticketing solutions.
  

• Ability to distinguish between first-level incidents and issues requiring advanced technical investigation or escalation.
  

• Understanding of cybersecurity policies, identity and access controls, and procedures for handling sensitive information.
  

• Strong verbal and written communication skills, with the ability to explain technical solutions clearly to nontechnical users.
  

• Demonstrated ability to manage competing priorities, meet response and resolution targets, and maintain accurate service records.
  

• Experience supporting government agencies, federal contractors, defense-related organizations, or other highly regulated industries is highly desirable.
  

• Familiarity with Microsoft Entra ID, Microsoft Intune, endpoint management, and remote access technologies is preferred.
  

• Certifications such as CompTIA A+, Network+, Security+, ITIL Foundation, or relevant Microsoft certifications are advantageous.
  

• Must be based in the United States and able to satisfy applicable client security and background screening requirements.