IT Analyst I - Central Service Desk

The IT Analyst I serves as the first point of contact for employees who need technical assistance. This onsite role in Fort Mill, SC focuses on handling service desk tickets, troubleshooting common hardware and software concerns, and supporting core Microsoft 365 and Windows environments while keeping ITSM documentation accurate.

Key Responsibilities

• Receive, prioritize, troubleshoot, and resolve incoming service desk incidents and requests through phone, email, chat, and ticketing systems.
• Deliver Level 1 support for desktops, laptops, printers, mobile devices, Microsoft 365 applications, and standard business software.
• Create, update, and close service tickets while maintaining accurate documentation and resolution details.
• Reset passwords, manage user accounts, and support access requests according to company security policies.
• Escalate more complex issues to senior analysts, infrastructure teams, or application support groups when appropriate.
• Support onboarding and offboarding activities, including hardware setup, account provisioning, and equipment collection.
• Assist with workstation deployments, replacements, and technology refresh activities.
• Support end-user device collection and retirement as part of workstation lifecycle responsibilities.
• Maintain standard operating procedures and contribute to knowledge base articles for recurring issues.
• Monitor service queues to help ensure service-level agreement (SLA) targets are met.
• Communicate professionally and effectively with employees across all levels of the organization.
• Follow established ITIL and ITSM processes for incident, problem, and request management.
• Maintain accurate asset information and assist with inventory tracking.
• Adhere to company safety, quality, environmental, and cybersecurity policies.
• Protect confidential information and follow company privacy and acceptable-use requirements during all support activities.
• Perform other duties as assigned.

Required Qualifications

• Associate degree in Information Technology, Computer Science, or a related field preferred; equivalent experience will be considered.
• 0 to 2 years of experience in a service desk, technical support, help desk, or customer support environment.
• Experience supporting Windows operating systems and Microsoft 365 applications, endpoint hardware, printers, peripherals, and basic networking concepts preferred.
• Familiarity with ITSM/ticketing systems and basic IT troubleshooting concepts.
• ITIL Foundation, Microsoft, CompTIA A+, or similar certifications are a plus.

Technologies

• Microsoft 365
• Windows operating systems
• ITSM
• ITIL
• CompTIA A+

Competencies and Skills

• Customer Service Excellence
• Verbal and Written Communication
• Technical Troubleshooting
• Problem Solving
• Time Management
• Attention to Detail
• Documentation Skills
• Team Collaboration
• Organizational Skills
• Adaptability and Continuous Learning
• Basic Knowledge of Microsoft 365 and Windows Environments
• Ability to Prioritize Multiple Tasks in a Fast-Paced Environment
• Security and Confidentiality Awareness