Service Desk Analyst I

UK St. Claire•Remote-KY, KY

3d•Onsite

About The Position

Responsible for providing Tier 1 IT support for incidents and service requests across the enterprise. Applies working knowledge of IT systems and applications to resolve user issues, escalate complex problems, and contribute to efficient service desk operations. Collaborates with team members, IT staff, and end users to ensure timely issue resolution, effective communication, and high-quality customer service. Participates in process improvements and documentation to enhance IT service delivery.

Requirements

High School Diploma or equivalent experience
1-3 years of experience
All experience must be paid and in the same related field.
Part-time and PRN experience will be prorated based on hours worked per week.
Volunteer work and internships for academic credit are not counted.

Responsibilities

Responds promptly to incidents and service requests in alignment with defined service level agreements (SLAs).
Troubleshoots and resolves a variety of technical issues related to endpoint devices, applications, and connected peripherals; escalates complex issues with detailed documentation.
Provides support for application access, software installations, and basic deployment tasks.
Contributes to the knowledgebase by documenting incidents, resolutions, and known issues.
Communicates with end users throughout the support process, ensuring expectations are set and issues are resolved to satisfaction.
Monitors ticket queues, updates work status, and ensures accurate recordkeeping in ITSM tools.
Assists with testing and validation of patches, upgrades, and minor system changes.
Participates in team meetings, service improvement initiatives, and training activities to maintain current skills and knowledge.
Supports compliance with IT policies, security requirements, and organizational standards.
Performs other duties as assigned.