IT Service Desk Analyst Tier I

Key Responsibilities

• Serve as the initial point of contact for end-user IT support requests via phone, email, or ticketing system
• Troubleshoot and resolve common issues related to Windows, Office 365, network connectivity, printers, and account access
• Log, track, and manage incidents and service requests in the ticketing system
• Follow established procedures for incident management and request fulfillment
• Escalate unresolved or complex issues to Tier 2 or appropriate support teams
• Maintain accurate and detailed documentation of issues and resolutions
• Provide clear communication and updates to end users
• Support onboarding and offboarding activities
• Aid in maintaining knowledge base documentation
• Follow IT security policies and report potential concerns

Requirements

• High school diploma required
• Associate degree or relevant IT certifications preferred
• At least 6 months of experience in Enterprise IT support, help desk, or IT customer service role
• Ability to participate in an on-call rotation and occasional travel within the local region