Service Desk Analyst I

Great Day Improvements: A Family of Brands • Twinsburg, OH

12d • $22 - $28 • Onsite

About The Position

The IT Service Desk Analyst I serves as the first point of contact for IT support, providing timely, accurate, and customer-focused resolution of common technical issues. This role owns tickets from intake through resolution or escalation, using structured troubleshooting, established processes, and knowledge resources to support end users across hardware, software, access, email, and basic network issues. The Analyst I also supports device and user lifecycle activities, maintains accurate ticket and knowledge documentation, and works closely with Tier II and other IT teams when issues require escalation. Success in this role requires strong customer service, attention to detail, process discipline, technical curiosity, and a commitment to continuously building troubleshooting skills and improving the Service Desk experience.

Requirements

• Experience providing technical support in a Service Desk environment, including use of ticketing systems and remote-support tools.
• Working knowledge of Windows operating systems, common business applications, and end-user support within a Microsoft-centric environment.
• Knowledge of computer hardware, peripherals, mobile devices, and common end-user technical issues.
• Strong verbal and written communication skills, with the ability to clearly document issues and communicate effectively with end users.
• Ability to follow defined processes, manage multiple priorities, troubleshoot logically, document accurately, and recognize when an issue should be escalated.

Nice To Haves

• 1–3 years of experience in IT support, Service Desk, or technical customer service roles.
• CompTIA A+ or ITF+ certification and/or exposure to ITIL-based processes.
• Associate or Bachelor’s degree in Information Technology or a related field, or equivalent professional experience.

Responsibilities

• Manage Service Desk tickets from intake through resolution or escalation, including accurately logging, categorizing, and prioritizing requests; documenting symptoms, troubleshooting, and resolutions; providing timely updates; meeting SLA expectations; and identifying aging tickets or those at risk of SLA breach.
• Provide first-level technical support for hardware, software, Microsoft applications, account access, email, peripherals, mobile devices, and basic network/connectivity issues using logical troubleshooting, established procedures, and knowledge articles; validate resolution with the user before closing tickets.
• Escalate complex or unresolved issues appropriately to Tier II or other support teams with a clear problem statement, business impact, troubleshooting already completed, and actionable documentation; remain engaged and track escalated issues through confirmed resolution.
• Support knowledge management and documentation by using the knowledge base as a primary troubleshooting resource, identifying gaps or outdated information, and creating or updating standardized knowledge articles, procedures, and repeatable solutions to reduce tribal knowledge.
• Identify recurring issues and improvement opportunities by recognizing incident patterns, contributing to root-cause identification, and recommending improvements to documentation, automation, workflows, or processes that can reduce ticket volume and improve support delivery.
• Support the full end-user device lifecycle, including provisioning and configuring laptops, peripherals, and mobile devices; following standard builds and security requirements; supporting onboarding/offboarding; tracking and tagging assets; recovering equipment; and reimaging, sanitizing, and redeploying devices.
• Perform routine user account and access administration, including password resets, account unlocks, basic access provisioning, and onboarding/offboarding changes while following required approvals and access-control procedures; escalate non-standard or higher-risk requests as appropriate.
• Deliver a strong customer experience through clear, professional, and concise communication, setting expectations around timelines and next steps, keeping users informed throughout the ticket lifecycle, and maintaining service quality during high-volume or high-pressure situations.
• Follow and reinforce Service Desk standards and ITIL-aligned processes, including consistent ticket quality, documentation, communication, escalation, and audit-ready execution; participate in ongoing training and help standardize request types, workflows, responses, and use of the Service Desk as the central intake channel for IT requests.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree