IT Analyst I - Central Service Desk

Job Summary

The IT Analyst I serves as the first point of contact for employees seeking technical assistance. This position is responsible for responding to service desk tickets, troubleshooting common hardware and software issues, providing excellent customer service, and ensuring timely resolution or escalation of incidents and service requests. The role supports Microsoft 365 applications, Windows devices, user account management, and standard business applications while maintaining accurate documentation within the IT service management (ITSM) system. Team members are expected to resolve as many issues as possible at first contact, document troubleshooting activities clearly, and escalate appropriately when specialized support is required

Job Duties

• Receive, prioritize, troubleshoot, and resolve incoming service desk incidents and requests through phone, email, chat, and ticketing systems.
• Provide Level 1 technical support for desktops, laptops, printers, mobile devices, Microsoft 365 applications, and standard business software.
• Create, update, and close service tickets while maintaining accurate documentation and resolution details.
• Reset passwords, manage user accounts, and support access requests in accordance with company security policies.
• Escalate complex issues to senior analysts, infrastructure teams, or application support groups when appropriate.
• Assist with onboarding and offboarding activities, including hardware setup, account provisioning, and equipment collection.
• Support workstation deployments, replacements, and technology refresh activities.
• Support the collection and retirement of end-user devices as part of workstation lifecycle activities.
• Maintain knowledge of standard operating procedures and contribute to knowledge base articles when recurring issues are identified.
• Monitor service queues to ensure service-level agreement (SLA) targets are met.
• Communicate professionally and effectively with employees at all levels of the organization.
• Follow established ITIL and ITSM processes for incident, problem, and request management.
• Maintain accurate asset information and assist with inventory tracking.
• Adhere to all company safety, quality, environmental, and cybersecurity policies.
• Protect confidential information and follow company privacy and acceptable-use requirements in all support activities.

• Perform other duties as assigned. 

Experience and Education

• Associate degree in Information Technology, Computer Science, or related field preferred; equivalent experience will be considered.
• 0 to 2 years of experience in a service desk, technical support, help desk, or customer support environment.
• Experience supporting Windows operating systems and Microsoft 365 applications, endpoint hardware, printers, peripherals, and basic networking concepts preferred.
• Familiarity with ITSM/ticketing systems and basic IT troubleshooting concepts.
• ITIL Foundation, Microsoft, CompTIA A , or similar certifications are a plus

Competencies/Skills

• Customer Service Excellence
• Verbal and Written Communication
• Technical Troubleshooting
• Problem Solving
• Time Management
• Attention to Detail
• Documentation Skills
• Team Collaboration
• Organizational Skills
• Adaptability and Continuous Learning
• Basic Knowledge of Microsoft 365 and Windows Environments
• Ability to Prioritize Multiple Tasks in a Fast-Paced Environment
• Security and Confidentiality Awareness