Service Desk Analyst I - Support

Job Summary: The Service Desk Analyst I - Support role provides front-line technical support to employees, delivering excellent customer service while troubleshooting hardware, software, and access issues. This position manages and prioritizes tickets, supports a variety of devices and systems, and ensures timely resolution and clear communication. The role requires strong problem-solving skills, attention to detail, and the ability to work independently in a fast-paced environment while contributing to team and business needs.

Essential Job Functions:

• Deliver quality customer service in all interactions.

• Identifies, researches and resolves technical problems.

• Document, track, and monitor issues to ensure timely resolution.

• Provides hardware support for computers and/or mobile devices.

• Complete assigned tickets and tasks within our corporate ticketing system.

• Provide daily technical and operational assistance regarding the use of personal computers, corporate software applications, networking, mobile devices and apps, or other IT related items.

• Supports software/hardware on equipment such as scanners, copiers, printers, monitors and other peripherals.

• Provides support for Windows/Mac/iOS devices including troubleshooting and in-depth diagnostics.

• Reset passwords and/or multi-factor authentication and troubleshoot access management issues.

• Prioritize tickets based on department guidelines of incidents first, service requests second and projects third and considers impact and urgency when determining priority within each category.

• Act as a single point of contact for phone calls and emails from employees regarding IT issues and inquiries.

• Provide updates to users via voicemail, e-mail, text/chat, or in-person communication.

• Verify that a technical document exists for all installations, problems, and issues and creates documentation in stances where no documentation exists.

• Work closely with our employees to resolve issues and improve processes in response to their needs, business, and executive requests, and in accordance with IT policies.

• Provide daily technical and operational assistance with good judgement, attention to detail, persistence and timeliness.

• Maintain subject matter expertise utilizing on the job training, continuing education, workshops, or vendor conferences.

• Stay on top of current news and system information such as operating systems, problems, changes in the industry, and then formally sharing what has been learned.

• Send emails, text messages, or other communications to update appropriate areas during service interruptions and monitor high priority after-hours tickets and follow-up, as required.

• All other reasonable duties, as assigned.

​​Other Duties:

• Must be able to work in a fast-paced environment with regularly changing priorities and developing opportunities, both independently and as part of a team, while maintaining company standards.​

• Must be available to work a flexible schedule, including nights and weekends, depending on on-call, system upgrades/issues, and/or other work. Must have the ability to participate in on-call rotation, and act as the backup on-call or escalation point for other on-call Service Desk associates.

Job Requirements:

• High school diploma or equivalent.

• Undergraduate degree in MIS, Computer Science or equivalent is highly desired.

• CompTIA A+ and Network+ certification is preferred.

Knowledge, Skills, and Abilities Required:

• 1+ years of working experience in a Service Desk environment.

• 1+ years of working experience with Microsoft products, including Windows 10 and Microsoft Office.

• Working knowledge of Microsoft/Apple based products.

• Strong customer service, troubleshooting, and problem solving skills.

• Ability to lift and to push/pull boxes or equipment weighing up to 50 pounds.

• Ability to articulate in a clear and precise manner and the ability to obtain information quickly and accurately

• Must be able to communicate with employees, both technical and non-technical, in a clear and precise manner.

• Must possess strong organizational skills, be detail oriented, and be able to multitask effectively.

• Must be self-motivated, able to work independently, and be able to manage time effectively while assuring attention to details.

• Must be able to maintain relationships, interact professionally, demonstrate patience and control when dealing with difficult situations, and be able to adapt to multiple demands and rapidly changing priorities.

• Possess the ability and willingness to learn new tasks and tools quickly in a fast-paced learning environment

• Possess the ability to search for and identify solutions to problems.