Technical Service Desk Analyst I

POSITION SUMMARY

The position is the first line of support for enterprise-wide IT services, delivering remote technical assistance to users across the organization. This role balances rapid issue resolution with high-quality service by applying structured troubleshooting processes, remote tools, and customer engagement skills. This position documents and resolves a wide range of Tier 1 and Tier 1.5 technical issues involving hardware, software, applications, and connectivity, and contributes to process improvement through knowledge sharing and data-driven trend identification.

CORE FUNCTIONS

1. Provides first-contact technical support via phone, chat, and ticketing systems, ensuring timely and accurate resolution of IT issues related to user accounts, hardware/software, connectivity, and business applications.

2. Utilizes remote desktop tools to investigate and resolve technical problems without requiring onsite intervention, reducing downtime and improving response time.

3. Guides users through troubleshooting steps, installations, or workarounds while maintaining a clear, supportive, and professional communication style. Documents each support interaction thoroughly in the ITSM system.

4. Coordinates escalations to appropriate teams by collecting logs, screenshots, and issue context to streamline handoff and avoid rework. Flags recurring issues for review by senior technical teams.

5. Monitors high-volume ticket queues and proactively follows up on aging or high-impact incidents to ensure closure within SLA timelines.

6. Maintains up-to-date knowledge of enterprise technology platforms, security policies, and support procedures.  

MINIMUM QUALIFICATIONS

High school diploma/GED or equivalent working knowledge in a similar role is required.

Must have knowledge in the use and operation of a wide range of desktop, mobile devices and network connectivity. Knowledge of Microsoft Office O365 applications is required.

Ability to troubleshoot complex issues and interact with various levels of customer and support groups. Requires communication and presentation and organizational skills to engage technical and non-technical audiences. Requires ability to communicate and interact across all services and at various levels. Requires exceptional communication, both written and verbal.

Working variable shifts and hours and carrying/responding to a pager may be required.

PREFFERED QUALIFICATIONS

Knowledge of Information Technology in a fast-paced environment is preferred.
Additional related education and/or experience preferred.

EEO/Disabled/Veterans

Our organization supports a drug-free work environment.

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