About this role
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. 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