IT Service Desk Analyst chez Frontline Managed Services

Welcome to Frontline Managed Services® – where innovation, technology, and efficiency converge to redefine the landscape of IT, Financial, and Administrative Managed Services for legal and professional service firms. As pioneers in the industry, we are driven by a relentless commitment to excellence.

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We don't just follow industry standards; we set them. Our dynamic environment thrives on pushing boundaries and embracing challenges. We are more than a workplace; we are a community of forward-thinkers dedicated to shaping the future.

Position Overview

We are looking for a dynamic and customer-focused IT Service Desk & Desktop Support Analyst to join our Internal IT team. This role combines the responsibilities of Level 1 & Level 2 IT support, offering frontline assistance via phone, email, and ticketing systems, along with hands-on desktop and hardware support. The ideal candidate will ensure efficient IT operations by addressing issues quickly, maintaining systems, and delivering excellent end-user support.

What You’ll Do

• Respond to IT service requests, incidents, and inquiries via phone, email, and ticketing system (e.g., ServiceNow).
• Provide Level 1 support: password resets, account unlocks, application access, VPN, printer, and email issues.
• Create user accounts, assign permissions, and configure mailboxes for new hires as part of onboarding.
• Perform offboarding tasks such as disabling accounts, securing data, and revoking access.
• Carry out automation tasks through internal tools, scripts, or platforms (e.g., Power Automate, REWST).
• Possess strong working knowledge of Microsoft Office 365 administration: user/mailbox management, licensing, distribution groups, and shared mailboxes.
• Accurately log, categorize, and prioritize tickets based on urgency and impact.
• Escalate unresolved issues to higher support levels while ensuring timely follow-up.
• Guide users through problem-solving steps with patience and professionalism.
• Track, update, and close tickets ensuring resolution documentation is maintained.

Desktop Support (Onsite/Field):

• Provide Level 2 technical support for desktops, laptops, mobile devices, printers, and conferencing equipment.
• Install, configure, and troubleshoot operating systems (Windows/Mac), software applications, and hardware.
• Set up new hire systems and perform asset deployment & retrieval.
• Diagnose and resolve hardware failures or coordinate vendor repair/replacement.
• Manage software installations, updates, and system patching.

What You Bring

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
• 2–4 years of experience in a similar IT support or helpdesk role.
• Strong troubleshooting skills across hardware, software, and network basics.
• Experience with ticketing systems (e.g., ServiceNow, Freshservice).
• Proficiency in Microsoft Office 365 admin center and Exchange Online.
• Familiarity with Active Directory, user provisioning, and deprovisioning workflows.
• Experience working with or understanding basic automation platforms/tools.
• Good verbal and written communication skills with a focus on customer service.
• Ability to multitask, prioritize tasks, and work independently or as part of a team.
• Must be willing to work in a 24/5 rotational shift environment and report to office daily (This is not a Work from home job)

Preferred Qualifications

• CompTIA A+, Network+, or equivalent.
•  ITIL Foundation Certification.
• Microsoft Certified: Modern Desktop Administrator Associate.

Not Sure You Meet Every Requirement?

We know that great candidates may not match every qualification listed. If you’re excited about the role and believe you could be a strong fit, we encourage you to apply. We value potential and a growth mindset as much as experience.

Join Us

At Frontline Managed Services, we celebrate different backgrounds, experiences, and perspectives. We are committed to building a team that reflects the clients and communities we serve.

“We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.”