Service Desk Analyst

CRDF Global is hiring a part-time Service Desk Analyst to support staff technology needs and to build AI agents and automations that handle routine support requests.

The work splits evenly between standard service desk duties (tickets, endpoints, accounts, onboarding) and building agents in Microsoft Copilot Studio and workflows in Power Automate.

Schedule & Location

• Part-time, approximately 20 to 25 hours per week.
• Onsite in Arlington, VA a minimum of two days per week. This is required, not preferred.
• Remaining hours may be worked remotely. Days and hours will be set with the IT Director.

Responsibilities

Service Desk

• Triage and resolve tickets submitted by phone, email, chat, and the ticketing system.
• Troubleshoot Windows devices, Microsoft 365 applications, mobile devices, printers, conference room equipment, VPN, and network connectivity.
• Administer user accounts in Active Directory, Entra ID, and Microsoft 365, including permissions, licensing, and MFA.
• Set up and retire devices for new hires and departures, and keep asset records current.
• Record resolutions in the ticketing system and write knowledge base articles for common issues.

AI & Automation

• Build and maintain agents in Microsoft Copilot Studio for common requests such as password resets, access requests, and software installations.
• Build Power Automate workflows for ticket routing, approvals, notifications, and onboarding checklists.
• Review ticket data to find the most repetitive requests and recommend which ones to automate first.
• Monitor deployed agents and workflows for accuracy and correct them when needed.

Qualifications

Required

• 3+ years of professional IT experience.
• Experience in a service desk, help desk, or desktop support role.
• Working knowledge of Windows, Microsoft 365, and Active Directory or Entra ID administration.
• Experience building at least one working agent or automation in Copilot Studio, Power Automate, or a comparable tool.
• Ability to explain technical issues to non-technical staff.
• Ability to work onsite in Arlington, VA a minimum of two days per week.

Preferred

• Experience with an ITSM platform such as Freshservice.
• PowerShell or Python scripting.
• Experience with Azure AI services, REST APIs, or JSON.
• CompTIA A+, Microsoft 365 Fundamentals, or Power Platform Fundamentals certification.

The base pay range for this position is $30 to $35 per hour. The pay determination demends on a number of factors, including, but not limited to, relevant experience, job-related knowledge, qualifications and skills.

CRDF Global is an Equal Opportunity Employer (EOE). CRDF Global provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran, or disabled status.