Tier 1 IT Service Desk Analyst

Job Description

Job Description

The Tier 1 Service Desk Analyst serves as the first point of contact for users requesting technical assistance. This entry-level position provides support primarily by phone and through the organization’s ticketing system.

The analyst is responsible for gathering accurate information, troubleshooting common technology issues, documenting all support activity, resolving incidents when possible, and escalating more complex issues to the appropriate technical team. The ideal candidate is dependable, customer-focused, organized, and comfortable communicating with users who have varying levels of technical experience.

Essential Duties and Responsibilities

• Answer incoming service desk calls in a professional, courteous, and timely manner.
  
• Create, review, update, and manage support tickets within the designated ticketing system.
  
• Gather complete and accurate information from users, including contact information, location, device details, error messages, and a description of the issue.
  
• Troubleshoot common hardware, software, account, connectivity, printing, and peripheral-related issues.
  
• Assist users with password resets, account access, multi-factor authentication, and other basic access-related requests.
  
• Provide clear instructions and guide users through troubleshooting steps over the phone.
  
• Resolve Tier 1 incidents and service requests using established procedures and knowledge-base documentation.
  
• Properly categorize, prioritize, document, and route tickets.
  
• Escalate unresolved or higher-level technical issues to the appropriate support team.
  
• Monitor assigned tickets and follow up with users to confirm progress and resolution.
  
• Maintain detailed ticket notes that accurately reflect troubleshooting steps, communications, and outcomes.
  
• Meet established expectations for call handling, ticket quality, responsiveness, attendance, and customer service.
  
• Identify recurring issues and communicate trends or documentation gaps to service desk leadership.
  
• Follow organizational policies related to information security, confidentiality, acceptable use, and customer data.
  
• Participate in training, team meetings, and continuous process-improvement efforts.
  
• Perform other related duties as assigned.
  

Minimum Qualifications

• High school diploma or equivalent.
  
• Basic understanding of computers, operating systems, mobile devices, and common office technology.
  
• Ability to communicate clearly and professionally by phone, email, and written ticket notes.
  
• Strong customer-service and active-listening skills.
  
• Ability to follow documented procedures and complete troubleshooting steps in a logical order.
  
• Strong attention to detail and organizational skills.
  
• Ability to manage multiple tickets and priorities in a fast-paced environment.
  
• Ability to work independently while also collaborating with other support teams.
  
• Dependable attendance and punctuality.
  

Preferred Qualifications

• Associate degree, technical certification, or coursework in information technology, computer science, or a related field.
  
• Previous customer-service, call-center, help-desk, or technical-support experience.
  
• Familiarity with Windows, Microsoft 365, Google Workspace, printers, docking stations, and common computer peripherals.
  
• Experience using a ticketing or case-management system.
  
• Familiarity with Active Directory, password-management tools, remote-support tools, or device-management platforms.
  
• CompTIA A+, Google IT Support, Microsoft, or similar entry-level certification.
  
• Local to Cincinnati and surrounding area.
  

Knowledge, Skills, and Abilities

• Customer-focused approach to technical support.
  
• Professional telephone etiquette.
  
• Effective questioning and information-gathering skills.
  
• Basic technical troubleshooting and problem-solving abilities.
  
• Clear and accurate written documentation.
  
• Ability to explain technical concepts in simple, user-friendly language.
  
• Ability to remain calm and professional when assisting frustrated users.
  
• Ability to recognize when an issue requires escalation.
  
• Willingness to learn new systems, applications, and support procedures.
  

Performance Expectations

Success in this role will be measured through:

• Quality and completeness of ticket documentation.
  
• Timeliness of call and ticket response.
  
• Accuracy of ticket categorization and escalation.
  
• First-contact resolution when appropriate.
  
• Customer-service quality.
  
• Compliance with established support procedures.
  
• Dependability, punctuality, and consistent attendance.
  
• Ability to meet individual and team service-level expectations.
  

Work Environment

This position operates in a service desk or office environment and requires frequent use of a computer, telephone, headset, ticketing system, and remote-support tools. The employee may spend extended periods seated and working at a computer.

The position may require occasional travel to supported locations, equipment handling, or participation in special technology projects based on operational needs.

Physical Requirements

• Ability to remain seated and use a computer and telephone for extended periods.
  
• Ability to communicate effectively by phone and in person.
  
• Ability to lift occasionally, carry, or move computer equipment weighing up to 25 pounds.
  
• Ability to perform repetitive keyboard and mouse functions.