Service Desk Analyst

GENERAL SUMMARY:

We are seeking a qualified and customer-focused Tier 1 IT Service Desk Specialist to join our IT Services & Operations team. This role is the first point of contact for technical support and is responsible for providing timely and effective assistance to internal users experiencing hardware, software, or system issues.

ESSENTIAL RESPONSIBILITIES:

• Provide first-level technical support via phone, email, and remote tools.
• Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, and software applications.
• Guide users through system configuration, diagnostics, and basic troubleshooting.
• Escalate unresolved issues to Tier 2/3 support or vendors as needed.
• Document incidents, service requests, and resolutions in the ticketing system.
• Support hardware provisioning, deployment, and inventory tracking.
• Assist with user account management (e.g., Microsoft, OKTA).
• Maintain awareness of IT policies, procedures, and security protocols.
• Assist with and/or perform additional duties as required by operating needs of the company as directed by management.

SKILLS/QUALIFICATIONS:

Minimum Education and Experience:

• Associate degree in Information Technology or related field (or equivalent experience).

Knowledge, Skills, and Abilities:

• Familiarity with Windows OS, Microsoft 365, and remote support tools.
• Excellent communication and customer service skills.
• Ability to deliver hands-on and over-the-phone customer service and technical support, interacting effectively with individuals of diverse backgrounds and varying levels of technological proficiency.
• Strong critical thinking and problem-solving abilities to diagnose complex technical issues and develop effective solutions.
• Ability to prioritize tasks and manage time effectively.
• Ability to establish and maintain effective working relationships.

Nice to have:

• Experience in a help desk or technical support role.
• Experience with ITSM platforms (e.g., ServiceNow, Zendesk, or similar).
• Familiarity with mobile devices (iOS, Android).
• Knowledge of mobile device management (e.g., SOTI, Vmox).
• Exposure to cybersecurity tools (e.g., Microsoft Defender, Proofpoint).

WORKING ENVIRONMENT:

Location and Working Conditions: Indoors

You will work indoors at the corporate office in Opelika, Alabama, performing both desk-based and hands-on technical support that can involve frequent movement through the workspace and occasionally lifting equipment up to 50 pounds.