IT Service Desk Analyst I

HC3 • Irondale, AL

4d

About The Position

The IT Service Desk Analyst I supports HC3 operations by providing front-line technical assistance to employees and clients and ensuring reliable access to systems and technology. This role contributes to consistent Service Desk performance by resolving common issues, maintaining accurate documentation, and supporting the identification of recurring issues while contributing to improvements in support processes and delivery.

Requirements

• Foundational understanding of operating systems, business applications, endpoint hardware, and networking concepts, and applies this knowledge in troubleshooting scenarios.
• Applies structured thinking to diagnose issues, recognize patterns in recurring problems, and use available information to support troubleshooting and escalation decisions.
• Uses logical troubleshooting methods, available tools, and documented procedures to resolve technical issues efficiently.
• Provides responsive, professional, and user-centered support while effectively communicating with technical and non-technical users.
• Exercises sound judgment when handling access, data, and security-related situations while adhering to established policies and procedures.
• Documents work clearly and communicates effectively with users and internal teams, translating technical concepts into understandable terms.
• Manages assigned work, prioritizes tasks, and follows through on responsibilities in a structured, ticket-driven environment.
• Ensures accuracy in account changes, documentation, and adherence to standard processes.
• Demonstrates willingness to learn new tools, systems, and procedures and continuously improves technical and analytical capability.
• High school diploma
• Foundational experience with computer hardware, Windows operating systems, and business applications such as Microsoft 365
• Strong written and verbal communication skills
• Ability to follow IT procedures, cybersecurity practices, and documentation standards

Nice To Haves

• Associate degree or technical training in information technology or related field
• Up to two years of experience in IT support, help desk, or service desk roles
• Experience using IT service management or ticketing systems
• Familiarity with Active Directory, Entra ID, endpoint management, or remote support tools
• Basic understanding of cybersecurity concepts such as phishing, multifactor authentication, and endpoint protection
• Industry certifications such as CompTIA A Plus, Microsoft Fundamentals, or ITIL Foundation

Responsibilities

• Provide timely front-line support through approved channels and resolve common hardware, software, access, connectivity, and application issues.
• Triage and document service requests and incidents while escalating issues appropriately based on complexity and established procedures.
• Perform user account lifecycle tasks, including onboarding, offboarding, and access changes, in accordance with approved processes.
• Maintain accurate and complete ticket documentation, including troubleshooting steps, user communication, and resolution outcomes.
• Identify recurring issues and trends while following established security procedures and escalating suspicious activity as appropriate.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED