Service Desk Analyst
Department: Information Technology - Data & Reporting
Employment Type: Full Time
Location: Washington, DC
Reporting To: IT Operations Manager
Compensation: $70,000 - $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
