Service Desk Analyst
- Seattle, United States
Posted 26 days ago
About the role
Our Vision
Enabling our partners with technology solutions that help them achieve their business goals.
Our Mission
Provide secure and efficient technology solutions so that our customers can focus on their business.
Our Values
- Obsessive Customer Service
- Deep Strategic Partnerships
- Unparalleled Technical Talent
Company
Acorn Technology Services is a provider of Managed Information Technology Services (“MITS”). We believe that all businesses, regardless of size and industry, are increasingly dependent on information technology, but find the understanding and management of IT to be a distraction from the activities that are essential to their business success. Acorn Technology Services offers high quality, reasonably priced, dependable IT solutions, thereby allowing its customers to focus on their core competencies.
Job summary
We are looking for a Service Desk Analyst who is passionate about effective solutions and clear communication and coordination with customers around critical and complex issues. Working with Systems Engineering and Cybersecurity departments to ensure critical issues and incidents are resolved on time and according to customers expectations.
General purpose of the position
This position is part of Service Desk department and is responsible for the frontline support of our customers' needs including, but not limited to, troubleshooting hardware, software, and network related issues. This position is hybrid, where there is the possibility of being asked to support clients on-site in the greater Seattle area. This position reports to the Director – Service Desk.
Job description
- Provide technical support for hardware and software issues related to Windows environments. Provide outstanding service to new and existing customers via in-person, telephone, and email. Answering phone calls and responding to customer’s emails.
- Troubleshoot and resolve networking issues, including DNS configurations and VPN connectivity.
- Assist users with Active Directory management, including user account creation and permissions.
- Analyze customer problems and provide timely solutions through remote assistance or on-site visits as needed.
- Document all support interactions in the service desk system (AutoTask) to maintain accurate records of issues and resolutions.
- Collaborate with other IT team members to enhance overall service delivery and improve processes.
- Deliver excellent customer service by communicating clearly and professionally with users at all levels.
- Excellent working knowledge of Active Directory, Microsoft Exchange, File Server, Print Server, DHCP, DNS, High Availability, Virtualization, Group Policy, Terminal Services, and Monitoring.
- Experience supporting/troubleshooting Microsoft 365, mobiles devices, and computer peripherals.
- Remote Control support and troubleshooting for: Windows OS; Outlook/Exchange; mobile devices; print/scan/fax, and IP phones; and Microsoft Office Suite, business applications, and web applications.
- Assist customers in troubleshooting technical problems, and document and respond to customer issues.
- Provide analysis, diagnosis, and resolution of complex desktop, server, network, and software problems for end users, if unable to resolve, immediate escalation to remote Systems Administration or Systems Engineering teams.
- Advanced technical and troubleshooting knowledge of desktops and applications.
- Intermediate understanding of networking including but not limited to: Knowledge of common ports, LAN, WAN, VPN, DNS, Routing, ACLs, NAT, VLAN, and subnetting.
- Extensive Windows and/or Macintosh OS experience, both as a user and as a engineer.
- Experience using a trouble ticketing system, and demonstrable experience in documenting issues, problems, and resolutions.
- Experience in the following applications and protocols a plus: Datto RMM/Autotask, IT Glue, Enterprise Antivirus Solutions, WSUS, website domain management, website security systems, VMWare and Hyper-V.
- Ability to quickly assess situations and escalate issue to higher level technician when necessary.
- Ability to set priorities and solve problems. Efficiency at managing multiple tasks without frequent supervision.
- Provide first level support for network related systems and issues.
- Thoroughly document issues on a regular basis in documentation management system and tickets.
- Ability, experience, and will to resolve 15-20 tickets a day.
Education and experience
- Bachelor’s degree in computer science is preferred.
- 2-4 years working full-time in an IT helpdesk, service desk or IT call center environment required.
- Previous MSP experience highly preferred.
- Conversational and written English fluency required.
- Technical Certifications a plus (MCSA, CCNA, CompTIA, etc.).
- Proven experience in a technical support or help desk role.
- Strong knowledge of computer networking concepts, including DNS, VPN, and network troubleshooting.
- Familiarity with Mac OS environments is highly desirable.
- Experience in using Active Directory for user management tasks.
- Excellent analytical skills to diagnose problems effectively.
- Strong customer service orientation with the ability to communicate technical information clearly to non-technical users.
- Ability to work independently as well as part of a team in a fast-paced environment.
- Will be required to take and pass a Live Scan and meet the qualifications to be CJIS Compliant.
Job Type: Full-time, non-exempt role. Must participate in on-call rotation.
PHYSICAL REQUIREMENTS
- Lifting & Carrying: Frequently lift, carry, push, or pull items weighing up to 25 lbs (e.g., equipment, supplies, inventory boxes).
- Standing & Walking: Ability to stand and walk for extended periods (up to 6–8 hours per shift) on various surfaces.
- Mobility & Posture: Frequent bending, stooping, kneeling, crouching, reaching overhead, and reaching forward to retrieve or store materials.
- Hand-Eye Coordination & Fine Motor Skills: Continuous use of hands/fingers for grasping, handling, pinching, and operating tools, equipment, or electronic devices (e.g., barcode scanners, tablets).
- Climbing & Balancing: Occasional use of step stools, small ladders, or stairs while maintaining balance.
Sensory Capabilities
- Visual Acuity: Close vision, distance vision, color vision, and depth perception to inspect items, read labels, and navigate workspaces safely.
Work Environment
- Ability to work in a fast-paced environment with moving equipment, inventory, and foot traffic.
- (Optional) May involve occasional exposure to varying temperatures (e.g., outdoor loading areas, cool storage) or moderate noise levels.
Accommodation Statement: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
BENEFITS:
- 401(k)
- Health insurance
- Dental insurance
- Vision insurance
- Paid time off
- Parental leave
- Professional development assistance
- Monthly connectivity stipend
WHO SHOULD APPLY?
We seek strategic, customer-focused technologists who are hardworking and practically believe in Acorn values of Obsessive Customer Service, Deep Strategic Partnerships and Unparallel Technical Talent. Strong team players with a growth mindset who can effectively collaborate across operations, engineering, and account management departments. Proactive problem-solvers who own outcomes, are detail-oriented, and make sound decisions under high-stress and high-pressure services environment. Adaptable lifelong learners and individuals of integrity, humility, and initiative who prioritize client success and thrive in stressful IT service contexts. Must be comfortable with fast changing tech stacks, eager to mentor and be mentored.
Job Type: Full-time
Pay: $26.00 - $32.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Professional development assistance
- Vision insurance
Application Question(s):
- Many of our clients have CJIS requirements, and all technical employees must successfully complete CJIS training and extensive background screening by local law enforcement agencies to maintain employment. Are you able to, to your knowledge, be able to successfully obtain the required CJIS certification and pass the required background screenings?
Ability to Commute:
- Seattle, WA 98101 (Required)
Work Location: Hybrid remote in Seattle, WA 98101