IT Service Desk Analyst

Stanley Steemer•Dublin, OH

About The Position

The Service Desk Analyst serves as the primary point of contact for technical support across Corporate Office, Call Center, Branch Operations, and Franchise Operations. This role provides first-level support and troubleshooting hardware, software, and end-user technology issues through in-person, telephone, and remote support channels. By combining technical expertise with strong customer service and problem-solving skills, the Service Desk Analyst minimizes downtime, supports employee productivity, and ensures effective use of technology across the organization.

Requirements

Technical expertise
Strong customer service skills
Problem-solving skills
Experience with Windows
Experience with Microsoft Office
Experience with mobile device management (MDM)
Experience with computer hardware and peripherals
Experience with IT ticketing systems
Ability to communicate technical information clearly and professionally

Nice To Haves

Experience with network connectivity troubleshooting
Experience with supported business applications

Responsibilities

First point of contact for technical support requests involving hardware, software, network connectivity, and supported business applications.
Provide level one technical support for user issues related to Windows, Microsoft Office, mobile device management (MDM), computer hardware, peripherals, and other supported technologies.
Receive, document, prioritize, and manage incidents and service requests through the IT ticketing system, ensuring timely resolution and accurate recordkeeping.
Monitor and respond to support requests received through phone, email, and ticketing platforms.
Responsible for on-call activities as part of a weekly rotation.
Escalate unresolved issues to appropriate support teams and serve as a liaison between end users and technical support groups.
Maintain and contribute to knowledge base articles, procedures, and technical documentation to improve service delivery and support consistency.
Perform hardware and software installations, upgrades, deployments, and maintenance activities as required.
Analyze recurring issues and trends to identify root causes and recommend process or technology improvements.
Communicate technical information to users in a clear and professional manner while delivering a high level of customer service.
Stay current on system changes, technology updates, and industry best practices relevant to the organization's IT environment.
Provide assistance on special projects as needed.
Work effectively both independently and as part of a collaborative team environment.
Other tasks as assigned.