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
Required Qualifications
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 Preferred Qualifications
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 Certifications (if any)
Ability to obtain or currently hold industry-standard IT certifications (e.g., A+, Network+)
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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 Preferred Qualifications
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 Certifications (if any)
Ability to obtain or currently hold industry-standard IT certifications (e.g., A+, Network+)
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