Service Desk Analyst I

Nleague Services Inc

Atlanta, Georgia

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JOB DETAILS

JOB TYPE

Full-time

SKILLS

Analysis Skills, Atlassian JIRA, Audiovisual, Communication Skills, CompTIA - Computing Technology Industry Association, CompTIA A+, Customer Relations, Customer Satisfaction, Customer Support/Service, Desktop PC, Documentation, Educational Technology, Establish Priorities, Faculty Administration, Government, Help Desk, IT Service Management (ITSM), Identify Issues, Identity Data Management, Information Technology & Information Systems, Internet Security, Interpersonal Skills, Knowledge Base, Knowledge Management, Leadership, Maintenance Services, Microsoft Office, Microsoft Product Family, Microsoft SharePoint, Microsoft Windows Operating System, Multitasking, Operational Support, Printers, Printing, Problem Solving Skills, Public Health, Regulatory Compliance, ServiceNow, Single Sign-On (SSO), Staff Training, Support Documentation, Team Player, Technical Operations, Technical Support, Time Management, Track Customer Issues, Training/Teaching, Wireless Communications

LOCATION

Atlanta, Georgia

POSTED

2 days ago

Help Desk / Service Desk Support Analyst IProvides frontline Tier-1 technical support within a K–12 public school district environment for teachers, administrators, support staff, students, and families. This role serves as the primary first point of contact for technology-related incidents and service requests, focusing on customer service, issue resolution, and user enablement. The Tier 1 Analyst is responsible for resolving common technical issues, documenting support interactions, utilizing remote support tools, and escalating unresolved issues to higher support tiers when appropriate. This position requires a customer-focused, solutions-oriented professional who can communicate effectively with both technical and non-technical users while supporting district technology operations in a fast-paced educational environment.Key ResponsibilitiesProvide Tier-1 support through phone, email, chat, walk-up, and remote support channelsReceive, log, categorize, prioritize, troubleshoot, and resolve technical incidents and standard service requestsDeliver professional and customer-focused technical support to district staff, students, and familiesUtilize remote support tools to diagnose and resolve hardware, software, password, account, printing, classroom technology, and connectivity issuesMaintain accurate and detailed ticket documentation including troubleshooting steps, resolution notes, and customer communicationEscalate unresolved or complex incidents to Tier-2 or specialized support teams following established proceduresMonitor and respond to support requests within established service level expectationsAssist with password resets, account unlocks, Single Sign-On (SSO), and basic identity management supportSupport district classroom technology, end-user devices, audio-visual equipment, and instructional applicationsCreate and update knowledgebase articles and support documentation for common issuesSupport district self-service initiatives and user education effortsParticipate in collaborative troubleshooting, support swarming, and operational support activitiesIdentify recurring incidents and communicate trends to leadership and technical teamsFollow district policies related to cybersecurity, data privacy, acceptable use, and student information confidentialitySupport district technology rollouts, seasonal projects, and operational initiatives as assignedKey Skills & QualificationsStrong customer service, communication, and interpersonal skillsAbility to support diverse users in a K–12 educational environmentStrong troubleshooting and problem-solving abilitiesAbility to explain technical concepts clearly to non-technical usersExperience working within structured support and escalation processesAbility to multitask and manage competing priorities in a fast-paced environmentStrong organizational and documentation skillsAbility to work collaboratively with technical teams, instructional staff, and district departmentsAwareness of cybersecurity and student data privacy best practicesWillingness to learn new technologies, support tools, and operational processesExperienceMinimum 1–3 years of experience in Help Desk, Service Desk, technical support, customer support, or related IT support roles requiredExperience supporting K–12 education, public sector, healthcare, or enterprise users preferredExperience supporting classroom technology or instructional applications preferredEntry-level certifications such as CompTIA A+, Google IT Support, or Microsoft Fundamentals preferredTechnical RequirementsExperience using IT Service Management (ITSM) and ticketing systems such as ServiceNow, Freshservice, Jira Service Management, IIQ, or equivalentExperience using remote support and remote desktop toolsWorking knowledge of Windows operating systems, Microsoft 365, Google Workspace, and common productivity toolsFamiliarity with printers, wireless connectivity, classroom technology, and end-user devicesBasic understanding of networking, audio-visual systems, and device troubleshootingFamiliarity with knowledgebase platforms and self-service portals preferredUnderstanding of incident, request, and escalation management processesProficiency with Microsoft Office Suite, Microsoft Teams, SharePoint, and collaboration platformsOperational ExpectationsExpected to provide timely, professional, and customer-focused technical supportMust maintain accurate ticket documentation and support recordsExpected to follow district support procedures, escalation standards, and compliance requirements consistentlySupports district knowledge management and self-service initiatives through documentation updatesExpected to contribute to customer satisfaction and service quality goalsMust maintain professionalism and confidentiality while supporting students, staff, and district systemsMay assist with emergency support activities, district initiatives, and operational projects when requiredLocation RequirementsCandidate must be local or willing to commute or relocate. - Candidate Must Be LocalAdditional Location Details (City, State) : - Atlanta, GABackground VerificationUpon candidate selection: - APS will place notification on the proposal providing detailed instructions for additional live scan fingerprinting and next steps.Agency Certification(s)Please read and understand the following statement carefully: - I understand that a person who enters into an agreement in restraint of trade or in restraint of free and open competition in any transaction with the state may, upon conviction thereof, be punished by imprisonment for not less than one nor more than five years pursuant to OCGA 16-10-22. I further agree that when there is a prior agreement or understanding between a vendor and a state agency or state employee regarding the acceptance of any offer, such conduct is collusive, fraudulent and in restraint of trade and in restraint of free and open competition on the part of both the vendor and the state agency or state employee.

Service Desk Analyst I

Nleague Services Inc

Atlanta, Georgia

About the Company

Nleague Services Inc

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