IT Service Desk Analyst I

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    JN -092017-11247

Job Summary

Responds to Service Desk tickets and telephone requests for technical support. Installs and removes software from computer systems, diagnoses and repairs technical issues, documents and tracks all issues in a timely manner. As a single point of contact for IT customers the Service Desk Analyst I will provide first contact resolution whenever possible and will escalate incidents to other IT teams if needed.

Major duties and qualifications

1.    Identifies, diagnoses, and resolves Tier One incidents in a call center environment for the National Support Center and supported Dental Offices.
2.    Recognizing and escalating more difficult problems to Tier 3 support.
3.    Logging all call activity.
4.    Provides one-on-one end-user problem resolution via remote desktop tools and by telephone.
5.    Diagnoses and resolves end-user local-area network access problems, e-mail, Internet, and network or local printer problems.
6.    Diagnoses and resolves minor desktop and laptop hardware issues.
7.    Helps coordinate timely support and repair on various IT equipment covered by third-party vendor maintenance agreements.
8.    Manages help tickets assigned, ensuring maximum incident resolution in minimum time with the end user needs the main focus. 

Required Qualifications


Heavy Phones
Experience troubleshooting tickets

Education Requirements

HS Diploma

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