Service Desk Analyst
About The Position
We are seeking a Service Desk Analyst I to provide first‑level technical support to internal users via phone, email, and chat. This role is ideal for entry‑level IT candidates looking to gain hands-on experience in a global enterprise environment, as well as individuals with previous service desk experience in an enterprise setting. You will work within the ServiceNow ticketing system to troubleshoot issues such as account lockouts, password resets, basic user access issues, and support related to enterprise applications. As the organization undergoes Active Directory and email migrations, ticket volume and learning opportunities will increase—making this a strong growth opportunity. This role requires strong customer service skills, adherence to established IT processes, and the ability to follow corporate policies and procedure
Requirements
- Windows 10/11
- Office 365 / M365
- Active Directory user administration
- Basic troubleshooting in an enterprise environment
- Strong customer service orientation with excellent communication and listening skills
Nice To Haves
- Familiarity with ITIL practices (certification is a plus)
- Prior Service Desk or help desk experience preferred but not required
Responsibilities
- Provide first-level Service Desk and technical troubleshooting support to internal users.
- Log, monitor, and manage tickets within ServiceNow.
- Troubleshoot common user issues, including Microsoft account lockouts, Active Directory access issues, and O365 support.
- Research and test solutions as needed to resolve technical problems.
- Follow documented procedures, work instructions, and IT policies.
- Pursue first‑call resolution whenever possible by identifying probable causes and applying available tools or knowledge.
- Escalate more complex issues to the appropriate support teams.
- Provide follow‑up to ensure ticket resolution and customer satisfaction.
- Collaborate with peers and senior team members to resolve technical challenges.
- Recognize when an issue deviates from standard practice and take appropriate action.
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
- Structured mentorship and access to established processes and procedures.
- Training opportunities, including:
- Microsoft‑accredited technical courses (e.g., Windows administration and troubleshooting)
- Exposure to systems administration concepts
- Enterprise-level project exposure, including:
- Server builds, upgrades, and refresh initiatives
- Active Directory and email migrations
- A collaborative team environment with strong coaching and knowledge-sharing.
- A global organization focused on learning and development—with training named as a top IT leadership priority.
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
