Service Desk Analyst, Level 1

Role Overview

• Respond to incoming phone calls, emails, and chat messages requesting technical support
• Log all service desk interactions in the ticketing system
• Provide first-level support for desktop, laptop, printer, mobile device, software, and basic network issues
• Resolve technical issues when possible and escalate when necessary
• Ensure timely and accurate resolution of all service desk requests
• Conduct follow‑up with customers or employees to ensure satisfaction
• Continuously improve technical skills through training, certifications, and self‑directed learning
• Participate in special projects as assigned

Requirements

• High school diploma or equivalent required
• Associate or bachelor’s degree in computer science or related field preferred
• Relevant certifications (or pursuing):
• HDI Support Center Analyst (HDI‑SCA)
• ITIL Foundation
• Microsoft 365 Certified: Fundamentals
• 1–2 years of experience in a technical support role, preferably in a service desk environment
• Strong customer service skills with the ability to explain technical information to non‑technical users
• Proficiency with Microsoft Office, Windows operating systems, and basic network troubleshooting
• Knowledge of ITIL or similar frameworks is a plus
• Ability to work independently and as part of a team
• Excellent problem‑solving and analytical abilities
• Ability to manage multiple tasks and prioritize effectively

Benefits

• Medical, dental, and vision coverage
• Life insurance
• 401(k) with company match
• “You Pick a Day” paid holiday
• FSA and HSA options
• Pet insurance
• Additional benefits available