IT Service Desk Analyst

Job Description:

SUMMARY

As the point of contact for Incident Resolution and Service Requests the Service Desk Analyst is the face and voice of the IT department. The goal of a Service Desk Analyst is prompt and professional resolution of requests in a fast paced highly multi-tasked environment. Professionalism customer service multitasking well written well spoken and rapid incident resolution are skills and traits of a promising candidate for this position.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Serve as the primary point of contact for IT incidents and service requests via phone email chat self-service portal and in-person support.

Log categorize prioritize troubleshoot and resolve incidents and service requests in accordance with established Service Level Agreements (SLAs).

Provide end-user support for Windows devices Microsoft 365 applications and services mobile devices peripherals printers and approved business applications.

Diagnose and resolve workstation endpoint and client device issues; escalate complex incidents to appropriate support teams while maintaining ownership and communication through resolution.

Administer user accounts access and licensing within Microsoft Active Directory Microsoft Entra ID Microsoft 365 Intune and related systems.

Fulfill standard service requests including access requests software installations hardware provisioning and equipment lifecycle activities.

Deliver effective support to office-based warehouse field and remote employees using approved support and collaboration tools.

Maintain accurate documentation of incidents requests assets and resolutions within the IT Service Management (ITSM) platform.

Create and maintain knowledge base articles support documentation and standard operating procedures.

Follow established Incident Request Problem Change and Knowledge Management processes and procedures.

Identify recurring issues trends and root causes and recommend improvements to services processes and end-user experience.

Support endpoint security device compliance and cybersecurity initiatives including escalation of potential security incidents.

Collaborate with IT teams business stakeholders and third-party vendors to resolve issues and deliver technology services.

Meet departmental performance objectives related to service quality customer satisfaction response times and resolution times.

Participate in an on-call rotation and provide after-hours support as required for incidents maintenance activities projects or business needs.

Travel to the Parts Warehouse in Piqua OH as needed to provide onsite Service Desk support and assistance based on business requirements.

Perform other duties as assigned.

QUALIFICATIONS

Required Skills Education and Work Experience

Associates degree in MIS Business Information Technology or a related field or equivalent combination of education and experience.

2-4 years of experience troubleshooting hardware and software incidents in a high-volume enterprise service desk environment.

Strong team-oriented mindset with the ability to collaborate effectively across all levels of the organization share knowledge and build productive working relationships.

Excellent customer service and communication skills with the ability to explain technical concepts to both technical and non-technical audiences.

Demonstrated ownership initiative and accountability with the ability to manage work independently and drive incidents through resolution.

Strong organizational and time management skills with the ability to prioritize and manage multiple concurrent tasks.

Strong analytical and troubleshooting skills with the ability to identify root causes and resolve issues effectively.

Demonstrated ability to remain calm and professional during high-pressure situations.

Experience administering and maintaining user accounts in Microsoft Active Directory.

Experience supporting Windows 11 operating systems.

Experience using remote support tools.

Experience supporting iOS and Android devices

Experience logging tickets in a ticketing system

Experience working within an IT Service Management (ITSM) ticketing platform

Strong attention to detail and commitment to quality.

Preferred Education/Experience

Bachelors degree in MIS Business Information Technology or a related field.

Experience administering Microsoft 365 services including Outlook Teams OneDrive and SharePoint.

Experience with Microsoft Entra ID (Azure AD).

Experience with Freshservice or a similar ITSM platform.

Experience with Microsoft Intune or other Mobile Device Management (MDM) solutions.

Experience with Windows Autopilot.

Experience supporting Lenovo Dell and ruggedized laptops and mobile computing devices.

Experience supporting a highly remote workforce across multiple locations.

Experience with PowerShell scripting and automation.

Certificates and Licenses

Preferred but not required:

ITIL Foundation

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this role the employee is exposed to a normal office environment. The employee is regularly required to sit and use hands to finger handle or feel. The employee is required to talk or hear. The employee

is required to stand walk and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close and peripheral vision.

Working Conditions

Professional office environment

Hours of Work

Monday Friday typically 8:00am 5:00pm or 9:00am 6:00pm

24/7 on-call rotation of 2-3 times per year in one-week intervals

After hours and/or weekend work may be required depending on incidents changes or projects

Travel Required

Travel to the Parts Warehouse in Piqua OH as needed to provide onsite Service Desk support and assistance based on business requirements.

Compensation Information:

The pay rate will depend on the successful candidates qualifications and prior experience.

ITW is an equal opportunity employer. We value our colleagues unique perspectives experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal employment opportunity employer ITW is committed to equal employment opportunity and fair treatment for employees beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race color sex gender identity sexual orientation religion national origin age disability protected Veteran status or any other characteristic protected by applicable federal state or local laws.