Service Desk Analyst — Tech, IT Career
Listed on 2026-07-19
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IT/Tech
IT Support, HelpDesk/Support
Culture Vision at Consumer Direct Care Network
At CDCN, we strive to create aworkplace where everyone is supported and motivated to betheir best; we collaborate onshared goals and celebrate our accomplishments.
WE WELCOME YOU INTO A GROWING COMPANY
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.
JOB SUMMARY
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.
JOB DUTIES
- 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 escalate 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 rotatios
- 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.
- 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
- 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 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.
WHAT'S IN IT FOR YOU
When you join Consumer Direct Care Network, you will be exposed to numerous professional development opportunities. We welcome your contributions and value your integrity as we collaborate on work that moves us all toward a compassionate community. We have a long history of helping individuals build their careers in the home-care industry. This is truly a place where there is something for everyone, whether you are looking to support a particular lifestyle, seeking professional growth, or seeking new and challenging work, all in an expanding nationwide company with that small-company feel.
Most importantly, you will experience the satisfaction of working in a culture built on caring. Caring for others comes naturally at Consumer Direct Care Network, based on our long history of connecting people and championing change, all geared toward helping others. We are proud of the longevity and loyalty of our employees. Their commitment to doing good work is what makes us a leader in the industry.
As a Consumer Direct Care Network team member you will receive:
- 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
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