Service Desk Analyst

Culture Vision at Consumer Direct Care Network

At CDCN, we strive to create a workplace where everyone is supported and motivated to be their best; we collaborate on shared goals and celebrate our accomplishments.

Consumer Direct Care Network is all about caring for people. Care is at our core, and we strive to live up to it every day. We provide services in 14 states across the USA, and our programs grow every year. We specialize in home and community-based services that support individuals with disabilities and older adults so they can remain in their homes and communities.

A Level I Service Desk Analyst serves as the first point of contact for end-users seeking technical assistance. Provides initial support by troubleshooting basic hardware, software, and network issues following agreed upon timelines. Responsibilities include documenting incidents, maintaining detailed records of support interactions, and escalating unresolved problems to higher-level support teams as needed.

• Serve as the first point of contact for users seeking technical assistance via phone, email, ticketing system, or in-person.
• Diagnose and resolve technical issues related to hardware, software, permissions, and network problems.
• Log, classify, and prioritize incoming service requests and incidents to ensure accurate information and quick resolve.
• Adhere to established procedures and SLAs.
• Identify and elevate complex or unresolved issues to higher-level support.
• Provide guidance and assistance to users on IT systems and processes.
• Maintain a high level of customer satisfaction by providing efficient and effective support.
• Participate in instructor led and self-paced assigned training.
• Keep up to date on the latest technologies.
• Facilitate clear and professional communication with end users to resolve issues, explain processes, and deliver updates.
• Comply with applicable legal requirements, standards, policies, and procedures.
• Promptly address and resolve incoming incidents and requests within agreed‑upon time frames.
• Develop and maintain documentation to incorporate proper processes and procedures as standards.
• Monitor deliverables and ensure timely completion of projects.
• Prioritize and multitask effectively.
• Participate in on‑call rotations.
• Other duties as assigned.

• Minimum Diploma or GED.
• Working knowledge of Windows Operating Systems and Microsoft Office applications.
• Basic knowledge of computer hardware, software, and networking concepts.
• Excellent customer service.
• Be able to successfully pass a background screening.
• Ability to lift and move equipment up to 40 lbs., extended periods of sitting, kneeling/bending, crawling may be required.

The incumbent typically works in an office environment and uses a computer, telephone, and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office. Incumbent may encounter frequent interruptions throughout the workday. The employee is regularly required to sit, talk, or hear; frequently required to use repetitive hand motion, handle or feel, and to stand, walk, reach, bend or lift up to 20 pounds.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• A rewarding career helping others.
• Fun and engaging work environment built on team unity.
• Job satisfaction knowing you make a difference in the work you do and lives we serve.
• Professional training to help advance your skills for career development.

• Medical, Dental, and Vision Insurance.
• Vacation accrued at 3.07 hours per pay period to use when accrued.
• Two Paid Floating Holidays.
• Paid Safe Sick Time accrued at 1 hour per 30 worked to use when accrued.
• 401(k) Retirement plan & discretionary company match.
• Company‑Paid Life Insurance.
• Supplemental Life, Accident, Critical Illness, and Hospital benefits.
• Short and Long‑Term Disability.
• Flexible Spending Account.
• Employee Assistance Program.
• Pet Insurance.

The Consumer Direct Care Network and its subsidiaries are an Equal Opportunity Employer and drug‑free workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

In accordance with the Immigration and Reform Control Act (IRCA), you may only work at Consumer Direct Care Network if you are legally authorized to work in the United States. Consumer Direct Care Network does not provide visa sponsorship or STEM OPT extensions to employees.