Service Desk Analyst II

Concentric LLC • Toledo, OH

11d • Hybrid

About The Position

The IT Service Desk Analyst II role provides efficient technical assistance and support to end-users within the organization. This role provides timely support, troubleshooting issues, and offering solutions to internal staff experiencing technical problems related to hardware, software, network, and other IT-related concerns. The role demands excellent communication skills, technical proficiency, and a customer-focused approach to problem-solving. This position reports to the Director of IT Infrastructure and does not have direct reports.

Requirements

• High school diploma or GED, required.
• Relevant work experience may substitute for formal education.
• 3+ years of experience in a technical support or IT-related position is desired.
• Proven experience as an IT Help Desk Support or similar role.
• Proficiency in diagnosing and troubleshooting software and hardware issues.
• Strong knowledge of Microsoft operating systems and Office suite.
• Familiarity with help desk software (e.g., Ivanti, ServiceNow) and remote desktop tools.
• Excellent communication skills with the ability to explain technical concepts in user-friendly language.
• Customer-oriented attitude with a focus on delivering high-quality support services.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Intermediate knowledge of network protocols and configurations.
• Strong customer service skills focusing on delivering quality support and positive user experience.
• Flexibility to adapt to changing technologies and willingness to upgrade skills continuously.
• Results-driven professional with strong project and time management skills, proven ability to drive successful delivery, mitigate risks, and resolve complex issues.
• Strong communication, problem-solving, and analytical skills.
• Ability to work with individuals from diverse backgrounds and with diverse needs, and across remote offices.
• Ability to clearly articulate ideas (both written and verbal) to both internal and external customers and to listen effectively to customer needs.
• Ability to develop and maintain strong workplace relationships.
• Requires travel up to 25%, some overnight travel may be required.

Nice To Haves

• Associate degree in information technology, Computer Science, or related field is preferred.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) a plus.
• Certification in ITIL or relevant Project Management certification a plus.

Responsibilities

• Reliable attendance and punctuality.
• Comply with all company safety requirements and complete mandatory training.
• Provide first and second-level support to end-user issues via phone, email, or in person.
• Respond promptly to IT support requests and efficiently resolve technical problems with a focus on minimizing downtime.
• Diagnose and troubleshoot technical issues, including hardware and software problems, and escalate unresolved issues to the appropriate IT teams.
• Ability to walk users through step-by-step solutions, helping them remotely or on-site when necessary.
• Install, configure, and maintain hardware and software components according to company policies.
• Perform system upgrades, backups, and patch management as directed.
• Maintain accurate records of IT support requests and resolutions using help desk tracking software.
• Create user accounts, reset passwords, and manage access permissions.
• Provide technical guidance and assistance to users on IT-related matters.
• Contribute to IT documentation, knowledge base articles, and user guides to facilitate self-help solutions.
• Serves as a liaison between the end users and engineering staff to escalate and report information during critical events and/or outages.
• Will participate in basic project activities, supporting the planning, coordination, and execution of small-scale projects within the company.
• Other duties as assigned by supervisor.

Benefits

• Competitive pay – Plus incentive opportunities and overtime potential for our hourly employees!
• Three medical plan options with employer premium contribution that start on day one.
• Employee paid dental and vision insurance that starts on day one.
• Health Savings Account (HSA) with company contribution on eligible High-Deductible Health Plans (HDHP).
• Medical and dependent care Flexible Spending Accounts (FSA) available.
• Company-paid life and AD&D insurance, short-term and long-term disability coverage that start on day one.
• Company 401K plan with 100% match on the first 4% of employee contributions.
• 8 paid holidays.
• Full-time Employees receive a total of 128 Hours of Paid Time Off (PTO) Annually.
• We offer employee paid accident, critical illness, and hospital indemnity insurance.
• We offer employee paid legal plans, identity protection, pet insurance, and home & auto discounts.
• Training and mentoring – Learn from our experts in the industry.
• Advancement opportunities.

What This Job Offers

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