Service Group Analyst
Location: Huntersville or Statesville (Hybrid)

Job Summary
The Service Group Analyst plays a critical role in delivering high-quality IT support, ensuring the seamless operation of end-user devices, software, and infrastructure. This role is responsible for troubleshooting complex hardware and software issues, managing service desk requests, and collaborating with vendors for efficient issue resolution. Additionally, the Analyst supports IT projects, including LAN/WAN infrastructure, IP phone systems, and cybersecurity initiatives, while also contributing to departmental reporting and user training recommendations.

Key Responsibilities
Technical Support & Service Management

• Provide end-to-end ownership of technical support requests, ensuring prompt response and resolution.
• Manage and track service desk tickets to maintain efficiency and accountability.
• Diagnose and resolve complex hardware, software, and peripheral issues.
• Identify recurring issues, escalate trends, and recommend proactive solutions.
• Participate in IT on-call rotations to support critical operations.

IT Operations & Infrastructure Support

• Install, configure, and maintain end-user devices, including computers, peripherals, and mobile devices.
• Manage user accounts, system alerts, and application support, including Office 365.
• Enforce software licensing compliance and cybersecurity policies.
• Maintain IT asset inventory and ensure accurate tracking of equipment and resources.
• Support IT infrastructure projects, including LAN/WAN, IP phone systems (Teams, Five9), and fiber networks.

Collaboration & Continuous Improvement

• Act as a liaison between IT and user departments, ensuring clear communication and documentation of technology needs.
• Provide training recommendations based on recurring support issues and user needs.
• Assist with departmental reporting and document distribution.
• Stay informed about emerging technology trends and share relevant updates with users.
• Attend conferences and training as needed to enhance technical expertise.

Qualifications & Requirements

• Associate degree in Business Administration, Computer Science, or a related field (or equivalent work experience).
• Minimum two years of experience in enterprise IT support, including PC troubleshooting and service desk systems (e.g., Dell KACE, Manage Engine), with knowledge of ITIL 4.0 principles.
• Proficiency in Windows 7-10, Microsoft Office Suite, LAN/WAN concepts, and IP phone systems (Teams, Five9).
• Strong troubleshooting skills with an ability to diagnose and resolve complex technical issues.
• Experience coordinating with vendors for issue resolutions.
• CompTIA A+ certification preferred.
• Prior experience in a Technical Service Desk role is a plus.