IT Service Desk Analyst

Location: 3560 Pentagon Blvd, Beavercreek, Ohio

Position type: Full-time, non-exempt (hourly)

Grade and compensation band: PG 12 – $22.85 – $34.35/hour
Target compensation: $23.00 – $27.00/hour

Shift: 11:00 AM – 8:00 PM, Monday – Friday

About the role

The IT Service Desk Analyst responds to service requests via phone, email, and portal, verifies partner-employee information, and creates service tickets with clear documentation. The role provides first-level troubleshooting and problem resolution, supports PC peripherals, and assists with procurement and repair of PC equipment while ensuring compliance with policies, procedures, and risk controls.

Responsibilities

• Answer and respond to Service Desk calls, emails, and portal tickets from internal partner-employees (55%)
• Perform basic technical support for all PC peripherals (25%)
• Facilitate PC and peripheral product procurement and repair
• Ensure proper policies, procedures, risk mitigation activities, and operating controls are followed; report gaps to leadership (15%)
• Support the Project Management Office (PMO) on IT-related projects as assigned (5%)
• Perform Active Directory, Office 365, and application password changes

Requirements

• Knowledge of basic networking and Windows environment fundamentals
• Excellent communication and customer service skills
• Diligence in reviewing and following internal processes and documentation
• Ability to foster partner-employee relationships and maintain satisfaction
• CompTIA training or certifications
• Windows 10 experience
• Microsoft Office Suite / Office 365 / Microsoft 365 experience
• Valid driver’s license and ability to operate a motor vehicle
• Ability to pass a background check for Wright-Patterson Air Force Base (WPAFB) or Department of Defense (DoD) to acquire a “Contractor” badge