**Job Summary** The IT Service Desk Analyst is responsible for providing technical support across IT operations, including managing incidents, service requests, and ensuring the functionality of IT systems and infrastructure. This role involves troubleshooting complex hardware and software issues, supporting network and server systems, and maintaining IT assets to ensure business continuity and system performance. **Principal Accountabilities** · Monitor and respond to IT incidents and service requests via ServiceNow, ensuring issues are logged, prioritized, and resolved promptly. · Provide technical support for local area network (LAN) issues, escalating when necessary, to ensure smooth network operations. · Assist in troubleshooting and resolving issues across multiple IT platforms, including desktop/laptop systems, servers, and network infrastructure. · Support software installations, upgrades, migrations, and system performance monitoring to ensure optimal functionality. · Maintain system performance by identifying and resolving latency and reliability issues in hardware, software, and network systems. · Manage IT assets, including tracking hardware and software inventories, performing periodic audits, and ensuring compliance with IT policies and security standards. · Collaborate with senior IT teams in procuring and coordinating hardware, software, and IT services required to meet business needs. · Perform regular system checks and updates to ensure system integrity and preemptively address any potential issues. · Develop and maintain standard operating procedures for IT service management, ensuring compliance with IT policies and best practices. · Provide end-user support and training to enhance user experience and ensure effective system use across the organization. · Maintain accurate documentation of incidents, resolutions, and system configurations, contributing to knowledge management practices. · Support continuous improvements in IT service delivery by suggesting and implementing system optimizations and upgrades. **Knowledge & Skills** · Proficient in supporting and troubleshooting Windows IT systems, network infrastructure, and server environments. · Understanding of Active Directory administration, including user management, group policies, and security configurations. · Familiarity with system monitoring tools, backup principles, and server performance management. · Knowledge of IT asset management practices, including hardware lifecycle management and software compliance. · Understanding of network security practices and the ability to analyze and resolve complex technical issues, demonstrating strong problem-solving and troubleshooting skills. · Excellent communication skills, with the ability to convey technical information clearly and effectively to non-technical users. · Skilled in documenting and maintaining IT procedures, incident resolutions, and system configurations. **Experience & Education** · 2-3 years of experience in IT support or a similar technical role, with a strong background in system, network, and application support. · Bachelor's degree in a relevant field (preferred), such as Information Technology, Computer Science, or Engineering. · Certifications such as CompTIA A+, MCSE, or other IT-related certifications are preferred. · Experience in customer-focused environments, providing high-quality technical support. · Any additional technical certifications in IT focus areas is an avdvantage. **Physical Requirements/Working Environment** · Works in a normal office environment with controlled temperature and lighting conditions. · Regular use of computers, office equipment, and related technology. **Travel** · Occasional international travel may be required as needed.. **Disclaimer** The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Amentum is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran’s status, ancestry, sexual orientation, gender identity, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law. Learn more about your rights under Federal EEO laws and supplemental language at EEO including Disability/Protected Veterans (https://www.dol.gov/agencies/ofccp/posters) and Labor Laws Posters (https://protect-us.mimecast.com/s/MI5TC2kqOqsOBPMVfnZ32U) .