IT Service Desk Specialist I

About the Role The IT Service Desk Analyst I is an entry‑level position responsible for providing frontline technical support to users experiencing issues or inquiries related to IT services. The role involves delivering timely, professional assistance while adhering to security standards and maintaining clear communication. As the first point of contact for users, the Analyst will troubleshoot and resolve basic technical problems, escalating more complex issues as needed. The Analyst will also contribute to continuous improvement efforts by participating in training and documenting support procedures. Essential Functions and Work Responsibilities Provide prompt and professional technical support to users through various communication channels, including phone, email, and chat. Adhere to security standards to protect systems and data integrity. Troubleshoot and resolve basic technical issues following established processes and frameworks. Communicate technical information clearly and concisely to non‑technical users, ensuring a positive customer experience. Demonstrate a general understanding of common operating systems and IT environments. Adapt quickly to changes in technology and processes, continuously improving technical skills. Prioritize and manage tasks effectively to meet service level agreements (SLAs). Escalate complex issues to senior team members or relevant departments as needed. Apply active listening and customer service principles to accurately assess user needs and provide appropriate solutions. Assist with creating and updating support documentation and Knowledge Base (KB) articles. Collaborate with team members to improve workflows and support processes. Participate in training sessions to enhance technical knowledge and skills. Provide feedback on recurring issues or trends to improve service desk operations. Maintain professionalism and adhere to security, confidentiality, and company standards in all interactions. Travel Requirements Minimum of 10% of time spent traveling between local InnovAge worksites and overnight travel out of state. Qualifications Bachelor’s degree in computer science or related field, or a combination of education and experience. 0–2 years of experience in an IT support or customer service role. Basic understanding of IT systems, troubleshooting techniques, and service desk environments. Experience with ticketing systems or IT support platforms is a plus. Strong communication skills, both written and verbal, with the ability to explain technical issues to non‑technical users. Familiarity with ITIL principles is a plus. Licensure, Certification, Registration or Designation A+ – Preferred. ITIL v4 Foundations certification – Preferred. Microsoft Azure and Microsoft 365 Fundamentals – Required. Microsoft Associate Level Certification – Preferred. Relevant certifications in scripting and automation technologies (e.g., JavaScript, PowerShell) – Preferred. Other Knowledge, Skills and Abilities Required Strong customer service skills, including active listening and the ability to provide clear guidance to users. Ability to work effectively in a team environment, collaborating with colleagues to resolve complex issues. Eagerness to learn new tools and technologies to improve support capabilities. Ability to manage time effectively, prioritize tasks, and meet deadlines in a fast‑paced environment. InnovAge is committed to equal opportunity and affirmative action, and we strive to create a diverse and inclusive workplace. We consider all qualified candidates for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, pregnancy, or any other protected status. Salary ranges from $24.42 to $30.53 per hour, depending on location, experience, and qualifications. Benefits include medical/dental/vision insurance, short and long‑term disability, life insurance, supplemental life insurance, flexible spending accounts, 401(k) savings with company match, paid time off, and company‑paid holidays. #J-18808-Ljbffr InnovAge Holding Corp.