Service Desk Analyst I

Job Summary

Responsible for providing Tier 1 IT support for incidents and service requests across the enterprise. Applies working knowledge of IT systems and applications to resolve user issues, escalate complex problems, and contribute to efficient service desk operations. Collaborates with team members, IT staff, and end users to ensure timely issue resolution, effective communication, and high-quality customer service. Participates in process improvements and documentation to enhance IT service delivery.

Essential Functions

• Responds promptly to incidents and service requests in alignment with defined service level agreements (SLAs).

• Troubleshoots and resolves a variety of technical issues related to endpoint devices, applications, and connected peripherals; escalates complex issues with detailed documentation.

• Provides support for application access, software installations, and basic deployment tasks.

• Contributes to the knowledgebase by documenting incidents, resolutions, and known issues.

• Communicates with end users throughout the support process, ensuring expectations are set and issues are resolved to satisfaction.

• Monitors ticket queues, updates work status, and ensures accurate recordkeeping in ITSM tools.

• Assists with testing and validation of patches, upgrades, and minor system changes.

• Participates in team meetings, service improvement initiatives, and training activities to maintain current skills and knowledge.

• Supports compliance with IT policies, security requirements, and organizational standards.

• Performs other duties as assigned.

Education Requirement: High School Diploma or equivalent experience

Experience Requirement: 1-3 years of experience

An equivalent combination of education and experience may be considered. All experience must be paid and in the same related field. Part-time and PRN experience will be prorated based on hours worked per week. Volunteer work and internships for academic credit are not counted.

Certifications & Licensures: N/A

Working Conditions

A. Lifting, pushing, and/or pulling objects up to 50lbs: 2. Occasional (< 10% of the time)

B. Lifting, pushing, and/or pulling objects over 50lbs: 1. Never

C. Standing or walking with objects up to 10lbs: 2. Occasional (< 10% of the time)

D. Standing or walking with objects up to 25lbs: 1. Never

E. Sitting at computer workstation for extended periods: 4. Regular (> 50% of the time)

F. Risk of back injury from moving, lifting or positioning patients, equipment, or materials: 1. Never

G. Repetitive motion: 4. Regular (> 50% of the time)

H. Working at heights above 4 feet: 1. Never

I. Working in confined spaces: 1. Never

J. Risk of injuries from use of equipment on the job: 1. Never

K. Job-related travel: 2. Occasional (< 10% of the time)

L. Loud noises: 1. Never

M. Temperature extremes: 1. Never

N. Hazardous chemicals and fumes including waste: 1. Never

O. Radiation: 1. Never

P. Burns: 1. Never

Q. Cuts/Punctures: 1. Never

R. Bloodborne/airborne pathogens: 1. Never

S. Recombinant DNA or viral vectors: 1. Never

T. Combative/violent people: 1. Never

U. Animal handling (including carcasses): 1. Never

V. Please specify other(s) and amount of exposure (i.e. Occasional, Intermittent or Regular): N/A

Physical Demands

This position requires regular sitting at a computer workstation for extended periods of time; performing tasks with regular repetitive motions (such as typing); intermittent standing or walking with objects weighing up to 10 pounds; and occasional lifting, pushing, and/or pulling of objects up to 50 pounds or standing or walking with objects up to 25 pounds.