Job Description

Job Description

POSITION DESCRIPTION

The Service Desk Analyst - Tier I provides first-level technical support to end-users, with the goal of delivering high levels of customer service and efficiency. This position is responsible for receiving, triaging, and resolving IT-related issues and requests from employees across the organization.

POSITION REQUIREMENTS

• Associate degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• One to two years of experience in IT support or customer service role preferred.
• Strong knowledge of Windows operating systems and Microsoft 365 suite.
• Basic understanding of network concepts and troubleshooting.
• Familiarity with remote desktop support tools and ticketing systems.
• Excellent communication skills, both verbal and written.
• Strong problem-solving and analytical skills.
• Ability to explain technical concepts to non-technical users.
• Customer-oriented mindset with a focus on user satisfaction.
• Ability to work effectively in a team environment.
• Excellent time management and prioritization skills.
• Willingness to learn and adapt to new technologies and processes.
• Ability to listen, understand and respond to external and internal customers’ needs in a timely manner; customer service experience in a service-related industry preferred.
• Ability to work the time necessary to complete projects and/or meet deadlines.

To perform this job successfully, an individual must be able to complete each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required.