Service Desk Analyst

Job Description

Job Description

Imagine360 is seeking a Service Desk Analyst to join the team!  The Tier 1 Service Desk Analyst serves as the first point of contact for employees seeking IT assistance. This role focuses on answering incoming support requests, performing basic troubleshooting, documenting and categorizing incidents, and escalating issues when appropriate. The Tier 1 Analyst delivers high-quality customer service while following established procedures, scripts, and knowledge articles to resolve common technical issues efficiently.

Position Location:  Hybrid (3 days a week in office), 1550 Liberty Ridge Dr. Suite 330 Wayne, PA 19087

Responsibilities include but are not limited to:

• Answer incoming service requests via phone, chat, email, and ticketing system.
• Provide employee-facing IT support through telephony, instant messaging, and limited deskside assistance as required.
• Perform basic troubleshooting for common issues including:
• Password resets and account unlocks
• VPN connectivity issues
• Printer and peripheral problems
• Basic hardware, software, and application support
• Accurately triage, categorize, and prioritize incidents and service requests according to established guidelines.
• Follow documented scripts, runbooks, and knowledge articles to resolve known issues.
• Document all requests, troubleshooting steps, and resolutions thoroughly and in a timely manner using the IT ticketing system.
• Escalate incidents to Tier 2 or appropriate support teams when issues exceed Tier 1 scope or resolution timelines.
• Monitor systems and applications at a basic level and report alerts or anomalies according to procedures.
• Assist with configuration and setup of end-user equipment such as laptops, monitors, docking stations, peripherals, and VoIP phones under guidance.
• Support asset management activities by updating hardware and software inventory records.
• Provide clear, professional communication to users regarding status updates and next steps.
• Perform other duties as assigned.

Required Experience/Education:

• High School Diploma or GED
• 0-1 years of experience in an IT support, customer service, help desk, or technical support role

OR

• Equivalent combination of education, internships, lab work, or hands‑on technical training

Preferred Experience/Education:

• Associate's or Bachelor's Degree in an IT‑related field (Information Technology, Computer Science, MIS, or related discipline)
• Experience working in a service desk, help desk, or technical support environment
• Familiarity with an IT ticketing system (e.g., ManageEngine, Jira, Freshservice, etc.)
• Basic experience supporting:
• Windows or macOS operating systems
• User accounts, passwords, and access management
• Exposure to ITIL concepts or structured support processes

Skills and Abilities:

• Strong customer service and communication skills
• Ability to follow documented procedures, scripts, and knowledge articles
• Willingness to escalate issues appropriately and collaborate with higher‑tier support
• Flexibility with work schedule and availability as required by business needs
• Ability to multitask and work in a fast‑paced support environment
• Basic technical troubleshooting and problem‑solving skills

Physical Requirements:

• When onsite, work is indoors in an office environment with moderate noise.
• Intermittent physical effort involving lifting of up to 50 pounds, walking, and stooping, kneeling, crouching, or crawling is required.

Imagine360 will make reasonable accommodations to enable applicants to participate in the interview process and other aspects of the hiring process, as well as for current employees, when Human Resources is aware of the need for such accommodations.

I understand that it is my responsibility to contact Human Resources if I need the company to consider making any accommodations to enable me to participate in the hiring process, including the interview, or for any of the job activities, duties or responsibilities included in this Job Description for any of the following reasons:

a. Physical or mental health condition;

b. Pregnancy or childbirth or medical conditions relating to the same; or

c. Religious belief, practice or observance.

What can Imagine360 offer you?

• Multiple Health plan options
• Company paid employee premiums for disability and life insurance
• Parental Leave Policy
• 20 days PTO to start / 10 Paid Holidays
• Tuition reimbursement
• 401k Company contribution
• Company paid Short & Long term Disability plus Life Insurance
• Professional development initiatives / continuous learning opportunities
• Opportunities to participate in and support the company's diversity and inclusion initiatives

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Imagine360 is a health plan solution company that combines 50+ years of self-funding healthcare expertise. Over the years, we've helped thousands of employers save billions on healthcare. Our breakthrough total health plan solution is fixing today's one-size-fits-none PPO insurance problems with powerful, customized, member-focused solutions.

Imagine360 is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

**RECRUITMENT AGENCIES PLEASE NOTE: Imagine360 will only accept applications from agencies/business partners that have been invited to work on a specific role. Candidate Resumes/CV's submitted without permission or directly to Hiring Managers will be considered unsolicited and no fee will be payable. Thank you for your cooperation**