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.
