IT Service Desk Analyst I

A Family of Brands•Somerset, NJ

1d•Onsite

About The Position

The IT Service Desk Analyst I serves as the first point of contact for all IT support requests, providing timely and accurate resolution of common technical issues while ensuring a high-quality user experience. This role is responsible for effective ticket intake, structured troubleshooting, and proper escalation, following defined processes and standards. The IT Service Desk Analyst I plays a key role in maintaining Service Desk efficiency by resolving repeatable issues, documenting solutions, and contributing to a consistent and reliable support experience. Success in this role requires strong attention to detail, adherence to process, and a willingness to continuously build technical knowledge and troubleshooting capability.

Requirements

Experience providing technical support in a Service Desk environment.
Understanding of Windows operating systems and common business applications.
Experience supporting end-user devices in a Microsoft-centric environment
Knowledge of hardware, peripherals, and mobile devices.
Experience using ticketing systems and remote support tools.
Strong verbal and written communication skills.
Foundational Troubleshooting: Ability to diagnose and resolve common hardware, software, and account-related issues using standard procedures and knowledge articles.
Process Adherence: Consistently follows defined workflows, escalation paths, and Service Desk standards.
Ticket Accuracy & Documentation: Accurately logs, categorizes, and documents tickets with clear and complete information.
Prioritization & Time Management: Effectively manages multiple tickets while meeting SLA expectations.
Customer Communication: Communicates clearly and professionally with end users, setting expectations and providing updates.
Escalation Judgment: Recognizes when issues require escalation and provides complete, actionable information to Tier II.
Attention to Detail: Ensures accuracy in ticket handling, user requests, and device or account changes.
Learning Agility: Demonstrates willingness and ability to learn new tools, technologies, and processes.
Team Collaboration: Works effectively within the Service Desk team to ensure consistent support delivery.
Knowledge Utilization: Uses and contributes to knowledge base content to support consistent issue resolution.

Nice To Haves

CompTIA A+ or ITF+
Prior experience with ticketing systems
Exposure to ITIL-based processes
Associate or Bachelor’s degree in Information Technology or related field, or equivalent experience.
1–3 years of experience in IT support, Service Desk, or technical customer service roles.

Responsibilities

Serve as the primary point of contact for all IT support requests through the Service Desk.
Accurately log, categorize, and prioritize incidents and service requests based on defined impact and urgency criteria.
Take full ownership of assigned tickets from intake through resolution or escalation.
Ensure all tickets include complete, structured documentation, including symptoms, troubleshooting performed, and resolution details.
Maintain SLA compliance through timely updates, follow-ups, and resolution management.
Identify and flag tickets that are aging or at risk of SLA breach.
Perform first-level troubleshooting across hardware, software, account access, email, and basic network issues.
Resolve repeatable and well-documented issues using established procedures and knowledge articles.
Apply logical troubleshooting methods to isolate root causes rather than relying on trial-and-error fixes.
Recognize patterns in recurring issues and elevate for further investigation when appropriate.
Ensure resolution quality by validating outcomes with the end user before ticket closure.
Escalate complex or unresolved issues to Tier 2 with complete and actionable documentation.
Clearly articulate the problem statement, business impact, and troubleshooting steps already performed.
Track escalated tickets and remain engaged until resolution is confirmed.
Actively use the knowledge base as the first point of reference for issue resolution.
Identify gaps, outdated content, or inaccuracies in knowledge articles.
Create and update knowledge base articles based on resolved issues and new processes.
Contribute to reducing tribal knowledge by documenting repeatable solutions and procedures.
Follow standardized formats for knowledge articles to ensure consistency and usability.
Participate in identifying root causes for recurring incidents and service disruptions.
Provide input into process improvements based on frontline support experience.
Assist in reducing ticket volume through improved documentation, automation, or process changes.
Prepare and provision end-user hardware, including laptops, peripherals, and mobile devices.
Configure devices according to standard builds, security policies, and user requirements.
Execute onboarding and offboarding tasks, including device setup, access provisioning, and equipment recovery.
Ensure proper asset tracking, tagging, and updates within the asset management system.
Perform device reimaging, sanitation, and redeployment in alignment with company standards.
Perform user account administration tasks, including password resets, account unlocks, and basic access provisioning.
Follow defined access control procedures and approval workflows.
Ensure accuracy and timeliness in onboarding and offboarding access changes.
Escalate access requests that fall outside standard procedures or require additional validation.
Provide clear, professional, and concise communication to end users throughout the ticket lifecycle.
Set expectations on resolution timelines and next steps.
Ensure users feel supported and informed, even when issues require escalation.
Handle high-volume or high-pressure situations while maintaining service quality.
Follow ITIL-aligned incident, request, and escalation processes.
Adhere to defined Service Desk standards for ticket quality, documentation, and communication.
Maintain consistency in execution to support auditability and process-driven operations.
Participate in training and continuous learning to improve technical and process knowledge.
Support the transition from informal knowledge to structured, repeatable processes.
Reinforce the use of the Service Desk as the single intake channel for all IT requests.
Identify opportunities to standardize request types, workflows, and responses.