IT Service Desk Analyst | 1058008

Contract opening in Columbus, Ohio for an Associate IT Service Desk Analyst. Primary duties include:

Service Delivery & Incident Management

• Serve as the primary point of contact for IT support via phone, ticketing system, email, walk-up, and deskside support.
• Create, categorize, prioritize, and document tickets with clear, accurate, and actionable information.
• Independently diagnose and resolve incidents and service requests within established SLAs.
• Determine appropriate priority, impact, and urgency for incoming requests and tickets.
• Escalate incidents to Tier 2 or specialized teams when resolution is not achievable at their level, ensuring proper handoff and documentation.

Technical Support

• Perform intermediate troubleshooting for laptops, desktops, mobile devices, Microsoft 365 applications, and telephony tools.
• Resolve issues that extend beyond scripted solutions by applying critical analytical thinking and prior technical experience.
• Provide troubleshooting for custom built in-house software solutions and follow managed knowledge articles for this support
• Demonstrate sound judgement for escalation of these software issues.
• Provide remote support using approved enterprise remote-assistance tools.
• Support account unlocks, password resets, MFA assistance, and moderate access-related issues.
• Provide guidance on Microsoft 365 applications including Teams, Outlook, OneDrive, and Office applications.
• Assist users with hardware setup and troubleshooting, including peripherals, docking stations, displays, and workstation connectivity.

Operational Judgment & Tier Support

• Exercise independent judgment to determine resolution path, escalation timing, and next steps for non-standard support scenarios.
• Serve as an initial escalation point for reported issues, assist with troubleshooting, and provide resolution guidance as needed.
• Collaborate with peers and senior analysts to ensure timely resolution of high-impact or complex issues.
• Demonstrate sound judgement of when incidents need to be escalated and determine if that escalation is internal to the team or to another IT Software or Hardware team.

Continuous Improvement & Documentation

• Identify recurring issues, trends, and gaps in documentation based on ticket analysis and daily support experience. Report these gaps to senior members and drive innovation in our documentation.
• Contribute to knowledge articles, user instructions, and standard operating procedures to improve resolution consistency.
• Provide feedback to leadership on process improvements, tooling gaps, and opportunities to increase first-contact resolution.

Service Desk Excellence

• Monitor personal workload and ticket queues to ensure progress toward SLA commitments.
• Participate in a rotating schedule to support 24x7x365 operations, including peak periods.
• Demonstrate schedule flexibility to support coverage needs due to vacations, unplanned absences, or business-critical events.
• Maintain high standards of professionalism, customer service, and communication across all support interactions.

Do you have experience in macOS?, * 1-3 years of experience in IT service desk, deskside support, or similar

• Knowledge of Windows, macOS, and iOS mobile operating systems, * 1-3 years of experience in IT service desk, deskside support, or similar technical support environment, with regular independent troubleshooting and escalation decision-making.
• Working knowledge of Windows, macOS, and iOS mobile operating systems.
• Hands-on experience supporting Microsoft 365 applications.
• Demonstrate ability to problem solve and show experience in supporting Web and on-prem based software solutions.
• Ability to follow established procedures while exercising judgment in non-standard scenarios.
• Experience working within ITSM ticketing tools (ServiceNow, JSM, etc.) and understanding SLA-driven outcomes.
• Familiarity with ITIL standards and proper support techniques.
• Strong customer service, communication, and problem-solving skills.
• Ability to assess impact and urgency to prioritize work effectively.

Preferred

• CompTIA A+, Network+, or similar technical certification.
• Foundational knowledge of ITIL and ITSM best practices.
• Foundational knowledge of Windows 10, MacOS, and iOS
• Experience managing Identity tools
• Foundational knowledge of DNS, Network Protocols, and Routing
• Microsoft Certifications
• Cisco Certifications
• Experience supporting a 24x7 operational environment or high-volume (Global Enterprise) service desk with many remote based employees.

The candidate must be authorized to work in the U.S. without an employer-sponsored visa unless otherwise noted.