IT SERVICE DESK ANALYST I

Job DetailsPosition Type: Full TimeEducation Level: 4 Year DegreeTravel Percentage: NegligibleJob Shift: AnyJob Category: Information TechnologyIT SERVICE DESK ANALYST I Purpose The IT Service Desk Analyst I supports HC3 operations by providing front-line technical assistance to employees and clients and ensuring reliable access to systems and technology. This role contributes to consistent Service Desk performance by resolving common issues, maintaining accurate documentation, and supporting the identification of recurring issues while contributing to improvements in support processes and delivery. QualificationsResponsibilities The responsibilities for this position include the following: Technical Support Delivery - Provide timely front-line support through approved channels and resolve common hardware, software, access, connectivity, and application issues. Incident Triage and Escalation - Triage and document service requests and incidents while escalating issues appropriately based on complexity and established procedures. User Account and Access Support - Perform user account lifecycle tasks, including onboarding, offboarding, and access changes, in accordance with approved processes. Documentation and Record Management - Maintain accurate and complete ticket documentation, including troubleshooting steps, user communication, and resolution outcomes. Continuous Improvement and Security Awareness - Identify recurring issues and trends while following established security procedures and escalating suspicious activity as appropriate. Competencies and Qualities Qualified candidates must have the following competencies and qualities: Technical Foundation – Demonstrates foundational understanding of operating systems, business applications, endpoint hardware, and networking concepts, and applies this knowledge in troubleshooting scenarios. Analytical Thinking – Applies structured thinking to diagnose issues, recognize patterns in recurring problems, and use available information to support troubleshooting and escalation decisions. Problem Solving – Uses logical troubleshooting methods, available tools, and documented procedures to resolve technical issues efficiently. Customer Focus – Provides responsive, professional, and user-centered support while effectively communicating with technical and non-technical users. Judgment and Accountability – Exercises sound judgment when handling access, data, and security-related situations while adhering to established policies and procedures. Communication Skills – Documents work clearly and communicates effectively with users and internal teams, translating technical concepts into understandable terms. Organization and Time Management – Manages assigned work, prioritizes tasks, and follows through on responsibilities in a structured, ticket-driven environment. Attention to Detail – Ensures accuracy in account changes, documentation, and adherence to standard processes. Learning Agility – Demonstrates willingness to learn new tools, systems, and procedures and continuously improves technical and analytical capability. Education, Experience, and Certifications Required High school diploma Foundational experience with computer hardware, Windows operating systems, and business applications such as Microsoft 365 Strong written and verbal communication skills Ability to follow IT procedures, cybersecurity practices, and documentation standards Preferred Associate degree or technical training in information technology or related field Up to two years of experience in IT support, help desk, or service desk roles Experience using IT service management or ticketing systems Familiarity with Active Directory, Entra ID, endpoint management, or remote support tools Basic understanding of cybersecurity concepts such as phishing, multifactor authentication, and endpoint protection Industry certifications such as CompTIA A Plus, Microsoft Fundamentals, or ITIL Foundation Supervisory Responsibility This position has no direct supervisor responsibilities. Work Environment Work will be performed in an HC3 office or remote office space. If approved for remote work, the home office must be appropriate for focused work without distractions and comply with the Remote Work and Access Policy. Travel This role requires little to no travel. Physical Demand This role requires extended computer use while sitting or standing Position Type and Expected Hours This is a full-time position for at least 40 hours per week. Typical work hours are performed during standard business hours; however, this role participates in an on-call rotation that includes after-hours and occasional weekend support. Additional hours may be required based on operational needs, system issues, or support coverage requirements. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities. Activities, duties, and responsibilities may change at any time with or without notice.