Job Description

About the Company

Our client is a well-established technology solutions provider with a strong reputation for delivering high-quality IT support and services. They partner with organizations that play a vital role in our communities, offering innovative solutions and a collaborative, service-driven approach.

If you’re looking to join a growing organization that values teamwork, professional development, and delivering exceptional client experiences, this is an excellent opportunity.

*This is a full-time, direct hire opportunity with a comprehensive benefits package.

*Pre-employment criminal background check & drug screen required (THC/marijuana excluded from screening)

About the Job

As a Service Desk Analyst I, you will serve as the first point of contact for end users, providing timely and effective technical support. You’ll play a key role in diagnosing and resolving technical issues while delivering a high level of customer service.

This position involves handling incoming help desk requests via phone and email, troubleshooting hardware, software, and basic network issues, and ensuring all incidents are properly documented and resolved in a timely manner. You’ll also collaborate with senior team members by escalating more complex issues when needed.

Key Responsibilities

Technical Support:

• Respond to incoming service desk requests via phone and email in a timely and professional manner
• Diagnose and resolve basic hardware, software, and network issues
• Perform initial troubleshooting and determine appropriate next steps
• Escalate more complex issues to senior technical staff when necessary
• Monitor and track issues to ensure timely resolution

Customer Experience:

• Deliver high-quality customer service and ensure user satisfaction
• Communicate clearly with end users throughout the support process
• Apply strong judgment and a sense of urgency when addressing issues

Documentation & Process:

• Accurately document all incidents, resolutions, and follow-ups
• Maintain detailed records within the ticketing system
• Follow established processes and best practices for service delivery

Qualifications

Education & Experience:

• High School Diploma required
• 1–2 years of experience in a Help Desk or Service Desk environment preferred

Technical Skills:

• Working knowledge of computer hardware, software, and basic networking
• Experience with Microsoft 365 and Microsoft Azure Admin portal preferred
• Familiarity with Active Directory and Microsoft Exchange preferred
• Knowledge of mobile devices, including Apple and Android
• A+ Certification preferred

Additional Skills:

• Strong troubleshooting and analytical skills
• Excellent written and verbal communication skills
• Strong customer service mindset
• Ability to prioritize tasks and respond with urgency
• Ability to work Monday–Friday, 7:00 AM – 4:00 PM

Why Join This Opportunity?

You’ll be part of a collaborative, mission-driven team focused on delivering impactful technology solutions. This organization values its employees and offers a supportive environment where you can grow your skills and advance your career.

Benefits include:

• Employee Stock Ownership Plan (ESOP)
• Health, Dental, and Vision Insurance
• 401(k) with company participation
• Paid Time Off and Paid Sick Leave
• Paid Holidays and Volunteer Time
• Flexible scheduling options
• Health Savings Account (HSA)
• Life Insurance
• Certification and training reimbursement
• Mileage and cell phone reimbursement
• Dog-friendly workplace