Service Desk Analyst

Service Desk Analyst

Department: Information Technology - Data & Reporting

Employment Type: Full Time

Location: Washington, DC

Reporting To: Service Desk Lead

Compensation: $80,000 - $85,000 / year

Description

Invictus Capital Partners is seeking an IT Service Desk Analyst in our Washington DC office. This position will serve as the first point of contact for technical issues for internal and remote employees, be responsible for providing exceptional customer service while completing a variety of desktop and help desk support activities at corporate headquarters for all Verus Mortgage employees/ Invictus Capital Partners. Handles routine day-to-day problems regarding PC’s, hardware, software, and network/ZTNA issues.

The IT Service Desk Analyst will require strong hardware, software, customer service and interpersonal skills. Very strong problem-solving skills will be essential, along with desktop operating systems, application support and network (Active Directory) experience. The position requires a self-motivated, detail-oriented, collaborative team player who will respond to incoming service requests from users in a prompt and courteous manner.

This is a fully onsite role based in Washington, DC, with standard business hours of 8:00 AM – 5:00 PM, Monday through Friday.

Key Responsibilities

• Serve as the first point of contact for IT support requests via ServiceNow, Microsoft Teams, Outlook, phone, and in person

• Provide hands-on technical support for hardware, software, peripherals, and connectivity issues

• Troubleshoot and resolve issues related to Windows 11, Microsoft 365, ZTNA, printers, and business applications

• Respond to incidents and service requests within defined SLAs; escalate when necessary

• Deliver remote support using phone, video conferencing, and secure remote access tools

• Perform root cause analysis for recurring issues and recommend preventive solutions

• Build, re-image, and deploy Windows 11 devices using Windows Autopilot aligned with corporate standards

• Configure and deploy full workstation setups (monitors, docking stations, peripherals, RingCentral phones)

• Install and maintain required applications and endpoint security tools

• Ensure all endpoints meet security, compliance, and patching requirements prior to deployment

• Perform hardware diagnostics, repairs, and coordinate warranty services

• Create, modify, and disable user accounts in Active Directory and Microsoft Entra ID (Azure AD)

• Manage Microsoft 365 licenses, mailboxes, distribution lists, and shared mailboxes

• Configure and maintain access to enterprise platforms (ShareFile, RingCentral, ZTNA/FortiCloud)

• Enforce IT and Information Security policies (password standards, MFA, least-privilege access)

• Support Duo MFA and YubiKey setup, troubleshooting, and replacement

• Execute end-to-end IT onboarding, including account provisioning, equipment setup, and day-one readiness

• Coordinate onboarding for both onsite and remote employees

• Prepare, package, ship, and track IT equipment for remote users

• Process offboarding by disabling accounts, revoking access, and coordinating equipment returns

• Sanitize, re-image, and securely decommission devices per company policy

• Generate shipping labels and manage inbound/outbound equipment logistics

• Maintain accurate inventory of laptops, peripherals, and IT assets

• Track asset lifecycle (deployment, repair, reassignment, retirement)

• Manage incoming hardware deliveries and stage equipment for deployment

• Ensure adherence to IT, security, and change management policies (ServiceNow)

• Create and maintain technical documentation, SOPs, and knowledge base articles

• Perform daily IT operational checklists

• Support IT Operations and Security teams with projects (disaster recovery testing, system upgrades, office moves)

• Properly dispose of IT equipment and waste according to company procedures

Skills, Knowledge and Expertise

• High School Diploma or equivalent. Associate degree preferable, but not required

• 3+ years of experience with an IT Help Desk/Desktop Support focus

• Must have excellent, customer service, interpersonal, written and verbal communication skills.

• Very strong Experience providing email support, including Microsoft Outlook, and Office 365 applications.

• Strong working knowledge of Active Directory Authentication including user account creation, deletion and password reset functionality.

• Experience with computer imaging and desktop operating systems, Windows 11

• Experience providing network support, including LAN, Wireless, and VPN troubleshooting

• Very strong problem solving, analytical, troubleshooting, and technical support skills

• Excellent time management skills, ability to effectively prioritize and execute tasks, multitask, ability to adapt to new technology changes, remain flexible and continue to learn new processes

• Must have very strong experience interacting with people remotely and face-to-face

• Possess a strong ability to adapt to evolving tasks and embrace continuous learning opportunities

Preferred Skills/Experience

• Experience with service desk ticketing systems

• Experience in supporting office network printers, VOIP phone system, office building security badge systems, mobile device email setup and connectivity

• Strong knowledge of computer hardware and software, including Dell, Lenovo, Apple, Microsoft, Adobe, internet browsers, etc.

• Familiarity with remote software tools

• Poven experience in successfully managing or contributing to large scale projects

Key Competencies

• Technical Troubleshooting: Diagnoses and resolves a wide range of IT issues efficiently

• Customer Service Excellence: Delivers responsive, professional support to end users

• Problem Solving: Identifies root causes and implements effective solutions

• Time Management: Prioritizes and manages multiple requests in a fast-paced environment

• Adaptability & Learning Agility: Quickly adapts to new technologies and evolving processes

How This Role Demonstrates Our Values

• Integrity: Ensures secure handling of systems, data, and user access in alignment with policies

• Collaboration: Works closely with IT teams and end users to resolve issues and improve service delivery

• Excellence: Provides high-quality, timely support that enhances employee productivity

• Critical Curiosity: Continuously learns new technologies and seeks opportunities to improve IT processes

Benefits

• Great compensation package, including competitive base pay

• Discretionary annual bonus opportunity

• Invictus medical, dental and vision is covered at 100% for all tiers.

• We offer FSA’s for healthcare, dependent care, transit and commuter costs.

• Safe harbor 401(k) match of 4%; employees need 3-months of service to be eligible to participate. No vesting after that.

• $80 per month cell phone reimbursement.

• 20 Days of PTO accrued at the beginning of the year, 10 company holidays plus sick time.

• Tuition Reimbursement