Service Desk Analyst I

Calista Corporation•Huntsville, AL

1d•Onsite

About The Position

The Service Desk Analyst I serves as the first point of contact for IT support and provides front-line technical assistance for end users’ systems, software, accounts, and common business technology. This position is responsible for ticket intake, triage, standard troubleshooting, standard request fulfillment, onboarding and offboarding account tasks, customer communication, and escalation of issues that exceed Level I scope.

Requirements

Strong customer service skills, including active listening, prompt service, follow-up, and professional communication.
Ability to document and manage tickets accurately in a service management system.
General knowledge of Microsoft 365, Windows devices, printers, and common end-user technologies.
Ability to follow documented procedures, knowledge articles, and workflow standards.
Strong organizational and time management skills with the ability to prioritize and multitask.
High School Diploma or GED equivalent.
Industry standard IT certifications such as CompTIA A+, NET+, or Microsoft can be used in leu of experience.
Valid state driver’s license and be qualified to operate a vehicle under Calista’s Driving Policy conditions.
Ability to pass a background, drug, and reference check.

Nice To Haves

Associate or bachelor’s degree in computer science or related field is strongly preferred.

Responsibilities

Respond to customer telephone calls, emails, portal submissions, chats, and personnel requests for technical support.
Create, categorize, prioritize, document, and update support tickets accurately.
Identify, research, and resolve standard technical problems for customers through approved support methods.
Provide end-user support for accounts, workstations, software, printers, telephones, and related technology within defined Service Desk Level I scope.
Perform onboarding and offboarding account tasks based on established processes and approved workflows.
Reset passwords, unlock accounts, and support standard access-related requests.
Follow up with customers to ensure issues have been resolved or progressed appropriately.
Escalate issues that exceed Level I scope with clear notes, troubleshooting details, and user impact documented.
Document, track, and monitor issues to ensure timely resolution.
Participate in company-required training and support process improvement activities.
Perform other duties as assigned.