Service Desk Analyst

The Service Desk Analyst is an IT professional responsible for providing first and second-level support in a 24x7x365 multi-channel environment. This role involves responding to user inquiries related to hardware, software, and network issues, as well as escalating unresolved problems to specialized IT teams. Analysts must demonstrate strong problem-solving skills, effective communication, and a customer-centric approach. Due to the essential nature of the role, flexibility with hours and duties is required, including during adverse weather or disaster events.

Key Responsibilities

• Act as a single point of contact for all IT-related needs
• Handle incoming queries via email, phone, chat, online forms, employee self-service, and walk-ins
• Record and triage service requests and incidents accurately and promptly
• Troubleshoot and resolve common hardware and software issues
• Escalate complex issues to appropriate support levels, providing detailed documentation
• Maintain accurate and detailed records of support activities and customer issues
• Monitor network systems and report abnormalities
• Assist in end-user training and support for new technologies
• Document internal and external knowledge base articles
• Promote service excellence and ensure customer satisfaction
• Assist in enforcing corporate IT standards and protocols
• Collaborate across IT departments to ensure timely resolution of issues
• Provide after-hours and weekend support when required

• High school diploma or GED
• Experience in Information Technology, Business, Engineering, Network Operations, or a related area
• Prior experience in customer service or end-user support
• Ability to work in a high-pressure, high-demand environment
• Flexibility to work shift schedules, including weekends and holidays
• Reliable transportation for on-site work at multiple locations
• Strong verbal and written communication skills
• Manual dexterity and ability to lift up to 20 lbs

• Knowledge of desktop/laptop/mobile device operating systems
• Familiarity with service desk tools and ticketing systems
• Experience in documenting processes and user training
• Prior experience supporting a large-scale IT environment

• Ability to obtain or currently hold industry-standard IT certifications (e.g., A+, Network+)