Service desk analysts

Role: Service Desk Analysts

PRIMARY LOCATION: The Place of Performance is at Columbus, Ohio

EDUCATION AND QUALIFICATIONS: Bachelor's degree in Information Technology, Computer Science, or a related field.

CERTIFICATIONS: IT certifications (e.g., CompTIA A+, HDI Support Center Analyst) are a plus.

MINIMUM REQUIRED SKILLS/EXPERIENCE:

• Proven experience as a Service Desk Analyst or in a similar role.
• Strong knowledge of common desktop operating systems (Windows, macOS).
• Familiarity with productivity software, email systems, and basic network concepts.
• Excellent communication and customer service skills.
• Ability to troubleshoot and resolve technical issues efficiently.
• Experience with remote desktop support tools.

POSITION OVERVIEW

• Provide first-level technical support to end-users via phone, email, or chat.
• Assist users in troubleshooting hardware, software, and network-related issues.
• Log, prioritize, and track incidents in the service desk ticketing system.
• Follow established procedures to resolve or escalate issues to higher-level support teams.
• Utilize remote desktop tools to provide assistance to users in different locations.
• Guide users through step-by-step solutions and perform remote troubleshooting.
• Manage user accounts, passwords, and access permissions.
• Ensure compliance with security policies and procedures related to user authentication.
• Assist users with the installation and configuration of software applications.
• Provide guidance on software usage and best practices.
• Diagnose and resolve hardware issues, coordinating hardware repairs or replacements as needed.
• Assist users in connecting and configuring hardware peripherals.
• Contribute to the development and maintenance of the service desk knowledge base.
• Document troubleshooting steps and resolutions for common issues.
• Communicate effectively with end-users, keeping them informed about the status of their support requests.
• Follow up with users to ensure that issues are resolved to their satisfaction.
• Collaborate with other IT teams to escalate and resolve complex issues.
• Participate in cross-functional projects to improve overall IT support processes.

If you are able to align yourself with the requirement feel free to contact at ronald.roberts@intersecinc.com.