IT Service Desk Analyst

Job Description:

As the point of contact for Incident Resolution and Service Requests, the Service Desk Analyst is the face and voice of the IT department. The goal of a Service Desk Analyst is prompt and professional resolution of requests in a fast paced, highly multi-tasked environment. Professionalism, customer service, multitasking, well written, well spoken, and rapid incident resolution are skills and traits of a promising candidate for this position.

• Serve as the primary point of contact for IT incidents and service requests via phone, email, chat, self-service portal, and in-person support.
• Log, categorize, prioritize, troubleshoot, and resolve incidents and service requests in accordance with established Service Level Agreements (SLAs).
• Provide end-user support for Windows devices, Microsoft 365 applications and services, mobile devices, peripherals, printers, and approved business applications.
• Diagnose and resolve workstation, endpoint, and client device issues; elevate complex incidents to appropriate support teams while maintaining ownership and communication through resolution.
• Administer user accounts, access, and licensing within Microsoft Active Directory, Microsoft Entra , Microsoft 365, Intune and related systems.
• Fulfill standard service requests, including access requests, software installations, hardware provisioning, and equipment lifecycle activities.
• Deliver effective support to office-based, warehouse, field, and remote employees using approved support and collaboration tools.
• Maintain accurate documentation of incidents, requests, assets, and resolutions within the IT Service Management (ITSM) platform.
• Create and maintain knowledge base articles, support documentation, and standard operating procedures.
• Follow established Incident, Request, Problem, Change, and Knowledge Management processes and procedures.
• Identify recurring issues, trends, and root causes and recommend improvements to services, processes, and end-user experience.
• Support endpoint security, device compliance, and cybersecurity initiatives, including escalation of potential security incidents.
• Collaborate with IT teams, business stakeholders, and third-party vendors to resolve issues and deliver technology services.
• Meet departmental performance objectives related to service quality, customer satisfaction, response times, and resolution times.
• Participate in an on-call rotation and provide after-hours support as required for incidents, maintenance activities, projects, or business needs.
• Travel to the Parts Warehouse in Piqua, OH as needed to provide onsite Service Desk support and assistance based on business requirements.
• Perform other duties as assigned.

• Associate’s degree in MIS, Business, Information Technology, or a related field, or equivalent combination of education and experience.
• 2-4 years of experience troubleshooting hardware and software incidents in a high-volume enterprise service desk environment.
• Strong team-oriented mindset with the ability to collaborate effectively across all levels of the organization, share knowledge, and build productive working relationships.
• Excellent customer service and communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
• Demonstrated ownership, initiative, and accountability with the ability to manage work independently and drive incidents through resolution.
• Strong organizational and time management skills with the ability to prioritize and manage multiple concurrent tasks.
• Strong analytical and troubleshooting skills with the ability to identify root causes and resolve issues effectively.
• Demonstrated ability to remain calm and professional during high-pressure situations.
• Experience administering and maintaining user accounts in Microsoft Active Directory.
• Experience supporting Windows 11 operating systems.
• Experience using remote support tools.
• Experience supporting iOS and Android devices
• Experience logging tickets in a ticketing system
• Experience working within an IT Service Management (ITSM) ticketing platform
• Strong attention to detail and commitment to quality.

• Bachelor’s degree in MIS, Business, Information Technology, or a related field.
• Experience administering Microsoft 365 services, including Outlook, Teams, One Drive, and SharePoint.
• Experience with Microsoft Entra  (Azure AD).
• Experience with…