Service Desk Analyst I

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About The Position

We are currently seeking a determined Service Desk Analyst I who embodies our core values: Service, Accountability, Customer Focus, Growth, and Integrity.
The Service Desk Analyst I provides first-level technical support to end users and vendors, assisting with troubleshooting, ticket management, and daily IT operations within a domain-based, hybrid enterprise environment.

Requirements

• 1--2 years of IT support or service desk experience.
• Strong knowledge of Windows OS, Microsoft 365, and remote tools.
• Experience with ticketing systems.
• Ability to troubleshoot common issues and escalate appropriately
• Strong customer service skills, communication, and professionalism

Nice To Haves

• Experience with Active Directory, Exchange, and MAStermind preferred.

Responsibilities

• Provide Tier I support and basic troubleshooting for end users and vendors.
• Manage incoming tickets using platforms such as Jira.
• Perform remote support and troubleshooting for Windows devices and enterprise applications.
• Support soft phone and communication systems, including Avaya.
• Assist users with Microsoft 365, including Outlook/Exchange, OneDrive, Teams, and Office applications.
• Support Windows 11 devices, user logins, password resets, MFA issues, and basic account assistance.
• Document issues accurately and escalate more complex problems to Service Desk II or senior IT teams.
• Troubleshoot issues in domain-based and hybrid environments under guidance from senior team members.
• Maintain a strong customer service approach, providing clear communication and professional support in every interaction.
• Contribute to onboarding tasks such as basic setup, account verification, and equipment guidance.
• Follow IT procedures, security best practices, and company policies.

Benefits

• Medical, Dental, Vision, 401(k) with Employer Match, Paid Time Off & Paid Holidays, HSA/FSA, Life & AD&D Insurance, Disability Coverage, Maternity/Parental Leave, Mental & Physical Health Benefits, Employee Resource Groups, Volunteer Hours, Discounted Equipment & Monitoring, Employee Referral Program, and Continuing Education

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees