IT Service Desk Analyst

About the role

SIXT is looking for an IT Service Desk Analyst to provide frontline technical support to employees across our growing North American operations. In this role, you will troubleshoot hardware, software, connectivity, and account-related issues while delivering excellent customer service.

You will manage support requests, resolve technical issues, and work closely with our IT teams to ensure employees have the tools and technology they need. This position is ideal for someone who takes ownership of problems, works with urgency, and enjoys helping others.

YOUR ROLE AT SIXT You will provide Level 1 and Level 2 technical support through phone, chat, email, and ticketing systems, troubleshooting hardware, software, connectivity, and user account issues You will manage your assigned support tickets from initial request through resolution, ensuring accurate documentation, timely follow-up, and compliance with service level agreements You will configure, image, and deploy laptops, desktops, and other end-user devices using Microsoft Intune, Autopilot, and standard provisioning processes You will manage user accounts and access through Microsoft Entra ID and Active Directory, including onboarding, offboarding, password resets, and group membership You will troubleshoot Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive, while escalating complex technical issues to the appropriate IT teams You will maintain knowledge base articles, document technical solutions, support new employee onboarding, and participate in scheduled coverage to ensure consistent IT support YOUR SKILLS MATTER IT Support Experience You have 2+ years of experience providing Level 1 or Level 2 technical support in a Help Desk, Service Desk, or similar IT support environment Technical Troubleshooting You have hands-on experience diagnosing and resolving Windows device, software, hardware, printer, and network connectivity issues Microsoft Technologies You have experience supporting Microsoft 365 applications, Active Directory or Microsoft Entra ID, and familiarity with Microsoft Intune or Autopilot Ticket Management & ITIL You have experience working with IT ticketing systems, managing support requests, documenting resolutions, and following service level agreements and escalation procedures Education & Certifications You have an associate degree in Information Technology, Computer Science, or a related field, or equivalent practical experience, with CompTIA A+, Network+, or similar certifications considered a plus Customer Service & Problem Solving You have strong communication and organizational skills, a customer-focused mindset, and the ability to prioritize requests, remain calm under pressure, and take ownership of issues through resolution WHAT WE OFFER Comprehensive Health Insurance Medical, dental, and vision coverage, along with life insurance and wellness benefits Paid Time Off & Sick Leave Generous paid time off and sick leave to support your work-life balance Career Growth Opportunities to develop your career within a growing global organization Exclusive Employee Rentals Special discounts on SIXT vehicle rentals for employees Collaborative Culture Work alongside supportive teams in an international environment Professional Development & Additional Perks Opportunities to expand your technical skills, a 401(k) with company match, and additional employee discounts