Service Desk Analyst 26-00091

The Service Desk Analyst provides first-tier technical support to end-users across the enterprise, serving as the primary point of contact for IT-related issues. This role is responsible for resolving Tier 1 incidents and escalating more complex issues to appropriate Tier 2 and Tier 3 support teams.

The analyst supports a wide range of technologies including devices, software, network connectivity, and telecommunications systems, while ensuring accurate documentation, effective communication, and timely resolution in alignment with Service Level Agreements (SLAs).

ESSENTIAL DUTIES & RESPONSIBILITIES

• Provide technical support for desktops, laptops, servers, network connectivity, business applications, and VoIP systems
• Troubleshoot and resolve Tier 1 incidents, escalating more complex issues as needed
• Assess reported issues, break them down, and determine appropriate resolution or escalation path
• Accurately document incidents, service requests, and tasks in the Service Desk system
• Follow established Service Desk procedures and workflows
• Maintain and utilize knowledge base documentation for consistent issue resolution
• Communicate effectively with end-users, adjusting support based on their technical proficiency
• Collaborate with internal teams and external resources to resolve technical issues
• Monitor and support incident management processes, including tracking, updates, and resolution
• Provide excellent customer service, ensuring a positive end-user experience
• Meet established SLAs and performance metrics

• Minimum 3 years of experience supporting PC hardware, Windows operating systems, and standard desktop applications
• Demonstrated experience in Service Desk or IT support environments

Technical Skills

• Basic knowledge of devices, software applications, network connectivity, and telecommunications/VoIP systems
• Ability to troubleshoot, triage, and resolve technical issues
• Experience documenting and tracking issues in a ticketing system

EDUCATION

• Associate's degree OR Associate's degree plus 5 years of relevant experience