Service Desk Analyst

Job Summary

The Service Desk Analyst I – Support role provides front‑line technical support to employees, delivering excellent customer service while troubleshooting hardware, software, and access issues. This position manages and prioritizes tickets, supports a variety of devices and systems, and ensures timely resolution and clear communication. The role requires strong problem‑solving skills, attention to detail, and the ability to work independently in a fast‑paced environment while contributing to team and business needs.

• Deliver quality customer service in all interactions.
• Identify, research, and resolve technical problems.
• Document, track, and monitor issues to ensure timely resolution.
• Provide hardware support for computers and/or mobile devices.
• Complete assigned tickets and tasks within the corporate ticketing system.
• Provide daily technical and operational assistance regarding the use of personal computers, corporate software applications, networking, mobile devices, apps, or other IT related items.
• Support software/hardware on equipment such as scanners, copiers, printers, monitors and other peripherals.
• Provide support for Windows, Mac, and iOS devices including troubleshooting and in‑depth diagnostics.
• Reset passwords and/or multi‑factor authentication and troubleshoot access management issues.
• Prioritize tickets based on department guidelines (incidents first, service requests second, projects third) and consider impact and urgency when determining priority.
• Act as a single point of contact for phone calls and emails from employees regarding IT issues and inquiries.
• Provide updates to users via voicemail, e‑mail, text/chat, or in‑person communication.
• Verify that a technical document exists for all installations, problems, and issues and create documentation where none exists.
• Work closely with employees to resolve issues and improve processes in response to their needs, business, and executive requests, in accordance with IT policies.
• Maintain subject‑matter expertise through on‑the‑job training, continuing education, workshops, or vendor conferences.
• Stay up to date on current news and system information and formally share what has been learned.
• Send communications to update appropriate areas during service interruptions and monitor high‑priority after‑hours tickets and follow‑up, as required.
• Perform all other reasonable duties as assigned.

Work in a fast‑paced environment with regularly changing priorities, both independently and as part of a team, while maintaining company standards. Be available for flexible schedules, including nights and weekends, depending on on‑call, system upgrades/issues, and/or other work. Participate in on‑call rotation, acting as backup or escalation point for other on‑call Service Desk associates.

• High school diploma or equivalent.
• Undergraduate degree in MIS, Computer Science, or equivalent is highly desired.
• CompTIA A+ and Network+ certifications preferred.

• 1+ years of working experience in a Service Desk environment.
• 1+ years of working experience with Microsoft products, including Windows
  10 and Microsoft Office.
• Working knowledge of Microsoft/Apple based products.
• Strong customer service, troubleshooting, and problem‑solving skills.
• Ability to lift and push/pull boxes or equipment weighing up to 50pounds.
• Clear and precise communication, both in spoken and written form.
• Strong organizational skills, attention to detail, and ability to multitask.
• Self‑motivated, able to work independently, and manage time effectively.
• Maintain professional relationships and demonstrate patience when dealing with difficult situations.
• Adapt to multiple demands and rapidly changing priorities.
• Willingness and ability to learn new tasks and tools quickly.
• Ability to search for and identify solutions to problems.

Full‑time employees are eligible for medical (HDHP & PPO), dental, vision, 401(k) and 401(k) match ESOP, paid time off (vacation, sick, floating holidays), paid parental & family care leave, company paid STD, LTD, and life insurance, paid volunteer time, and more. Learn more at

Wright Service Corp. is an equal‑opportunity employer that prohibits discrimination and harassment of any type. All employment decisions are made without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local laws.