Tier 1 IT Service Desk Analyst

The Tier 1 Service Desk Analyst serves as the first point of contact for users requesting technical assistance. This entry-level position provides support primarily by phone and through the organizations ticketing system.

The analyst is responsible for gathering accurate information troubleshooting common technology issues documenting all support activity resolving incidents when possible and escalating more complex issues to the appropriate technical team. The ideal candidate is dependable customer-focused organized and comfortable communicating with users who have varying levels of technical experience.

• Answer incoming service desk calls in a professional courteous and timely manner.
  
• Create review update and manage support tickets within the designated ticketing system.
  
• Gather complete and accurate information from users including contact information location device details error messages and a description of the issue.
  
• Troubleshoot common hardware software account connectivity printing and peripheral-related issues.
  
• Assist users with password resets account access multi-factor authentication and other basic access-related requests.
  
• Provide clear instructions and guide users through troubleshooting steps over the phone.
  
• Resolve Tier 1 incidents and service requests using established procedures and knowledge-base documentation.
  
• Properly categorize prioritize document and route tickets.
  
• Escalate unresolved or higher-level technical issues to the appropriate support team.
  
• Monitor assigned tickets and follow up with users to confirm progress and resolution.
  
• Maintain detailed ticket notes that accurately reflect troubleshooting steps communications and outcomes.
  
• Meet established expectations for call handling ticket quality responsiveness attendance and customer service.
  
• Identify recurring issues and communicate trends or documentation gaps to service desk leadership.
  
• Follow organizational policies related to information security confidentiality acceptable use and customer data.
  
• Participate in training team meetings and continuous process-improvement efforts.
  
• Perform other related duties as assigned.
  

• High school diploma or equivalent.
  
• Basic understanding of computers operating systems mobile devices and common office technology.
  
• Ability to communicate clearly and professionally by phone email and written ticket notes.
  
• Strong customer-service and active-listening skills.
  
• Ability to follow documented procedures and complete troubleshooting steps in a logical order.
  
• Strong attention to detail and organizational skills.
  
• Ability to manage multiple tickets and priorities in a fast-paced environment.
  
• Ability to work independently while also collaborating with other support teams.
  
• Dependable attendance and punctuality.
  

• Associate degree technical certification or coursework in information technology computer science or a related field.
  
• Previous customer-service call-center help-desk or technical-support experience.
  
• Familiarity with Windows Microsoft 365 Google Workspace printers docking stations and common computer peripherals.
  
• Experience using a ticketing or case-management system.
  
• Familiarity with Active Directory password-management tools remote-support tools or device-management platforms.
  
• CompTIA A Google IT Support Microsoft or similar entry-level certification.
  
• Local to Cincinnati and surrounding area.
  

• Customer-focused approach to technical support.
  
• Professional telephone etiquette.
  
• Effective questioning and information-gathering skills.
  
• Basic technical troubleshooting and problem-solving abilities.
  
• Clear and accurate written documentation.
  
• Ability to explain technical concepts in simple user-friendly language.
  
• Ability to remain calm and professional when assisting frustrated users.
  
• Ability to recognize when an issue requires escalation.
  
• Willingness to learn new systems applications and support procedures.
  

Success in this role will be measured through:

• Quality and completeness of ticket documentation.
  
• Timeliness of call and ticket response.
  
• Accuracy of ticket categorization and escalation.
  
• First-contact resolution when appropriate.
  
• Customer-service quality.
  
• Compliance with established support procedures.
  
• Dependability punctuality and consistent attendance.
  
• Ability to meet individual and team service-level expectations.
  

This position operates in a service desk or office environment and requires frequent use of a computer telephone headset ticketing system and remote-support tools. The employee may spend extended periods seated and working at a computer.

The position may require occasional travel to supported locations equipment handling or participation in special technology projects based on operational needs.

• Ability to remain seated and use a computer and telephone for extended periods.
  
• Ability to communicate effectively by phone and in person.
  
• Ability to lift occasionally carry or move computer equipment weighing up to 25 pounds.
  
• Ability to perform repetitive keyboard and mouse functions.