Service Desk Analyst

Service Desk & Hardware Support Analyst (Onsite – Downtown Cleveland)

Location

Downtown Cleveland, OH (Onsite)

Employment Type: Contract / Contract-to-Hire

Overview

We are seeking a customer-focused Service Desk & Hardware Support Analyst to join a collaborative onsite support team in Downtown Cleveland. This role combines frontline service desk responsibilities with hands-on hardware support, inventory management, and equipment shipping/receiving functions.

This position is ideal for someone who enjoys helping people, thrives in a fast-paced environment, and likes a mix of customer interaction and hands-on technical work. While technical experience is helpful, we're primarily looking for naturally curious, personable individuals who can troubleshoot issues, provide excellent customer service, and support employees with both technology and operational requests throughout the day.

Key Responsibilities

• Serve as the first point of contact for employee and customer support requests via phone, email, and walk-up support.
• Handle a high volume of incoming interactions while maintaining a positive customer experience.
• Gather information, document incidents, and perform initial troubleshooting.
• Triage and route incidents, service requests, and inquiries to the appropriate support teams.
• Support paint and color-matching operations, including formula lookups, custom color matching inquiries, and color dispensing support.
• Configure, deploy, and support laptops, desktops, monitors, printers, mobile devices, and peripherals.
• Troubleshoot hardware, connectivity, and software issues.
• Receive, inventory, prepare, and ship technology equipment.
• Track assets and maintain inventory records.
• Coordinate equipment returns and support onboarding/offboarding activities.
• Collaborate with vendors, IT teams, and business users to resolve issues.
• Support hardware deployment projects and office technology upgrades.

Qualifications

• Strong verbal and written communication skills.
• Excellent customer service and interpersonal abilities.
• Comfortable interacting with users in person, over the phone, and through email.
• Naturally curious with strong problem-solving skills.
• Organized and detail-oriented with strong documentation skills.
• Ability to multitask in a fast-paced environment.
• Ability to lift and move technology equipment as needed.
• Previous service desk, help desk, desktop support, logistics, shipping/receiving, or customer service experience preferred.

Ideal Candidate

Enjoys helping people, communicates clearly, likes a mix of hands-on work and customer support, takes initiative to solve problems, and thrives in a collaborative team environment.