Service Desk Analyst
About The Position
Service Desk Analyst (Tier 1 Support) Are you passionate about technology and helping others solve technical problems? We're looking for a customer-focused Service Desk Analyst to join a growing IT support team. This role is a great opportunity for someone who enjoys troubleshooting, learning new technologies, and delivering exceptional support in a fast-paced environment. What You'll Do As a Tier 1 Service Desk Analyst, you'll serve as the first point of contact for users experiencing technical issues. You'll provide support across a wide range of hardware, software, network, and mobile device-related concerns while delivering outstanding customer service.
Requirements
- Strong technical aptitude and interest in technology
- Basic understanding of networking concepts and remote troubleshooting tools
- Excellent customer service and problem-solving skills
- Strong communication skills and ability to support users with varying technical skill levels
- Experience with or exposure to Active Directory
- Ability to thrive in a high-volume, fast-paced environment
Nice To Haves
- Previous Service Desk, Help Desk, or Technical Support experience
- Experience supporting Microsoft environments
- Familiarity with ticketing systems and IT support best practices
Responsibilities
- Respond to and resolve 80-100 support requests per day via phone and ticketing systems
- Assist users with password resets and account management through Active Directory
- Troubleshoot hardware, software, printer, mobile device, and general IT-related issues
- Support basic networking issues and remotely access devices for troubleshooting
- Escalate complex issues to appropriate teams when necessary
- Accurately document incidents, resolutions, and customer interactions
- Deliver a positive support experience while maintaining strong service levels
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)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
