IT Service Desk Analyst

Stanley Steemer is looking for an IT Service Desk Analyst to serve as the primary point of contact for technical support across corporate offices, call centers, branch operations, and franchise locations. This onsite role in Dublin, Ohio focuses on delivering first-level assistance and troubleshooting for hardware, software, and end-user technology through in-person, phone, and remote channels, with an emphasis on timely resolution and clear communication.

Details

• Location: Dublin, OH (onsite)
• Salary: USD 22 - 25 per hourly

Responsibilities

• First point of contact for technical support requests involving hardware, software, network connectivity, and supported business applications.
• Provide level one technical support for user issues related to Windows, Microsoft Office, mobile device management (MDM), computer hardware, peripherals, and other supported technologies.
• Receive, document, prioritize, and manage incidents and service requests through the IT ticketing system, ensuring timely resolution and accurate recordkeeping.
• Monitor and respond to support requests received through phone, email, and ticketing platforms.
• Responsible for on-call activities as part of a weekly rotation.
• Escalate unresolved issues to appropriate support teams and serve as a liaison between end users and technical support groups.
• Maintain and contribute to knowledge base articles, procedures, and technical documentation to improve service delivery and support consistency.
• Perform hardware and software installations, upgrades, deployments, and maintenance activities as required.
• Analyze recurring issues and trends to identify root causes and recommend process or technology improvements.
• Communicate technical information to users in a clear and professional manner while delivering a high level of customer service.
• Stay current on system changes, technology updates, and industry best practices relevant to the organization's IT environment.
• Provide assistance on special projects as needed
• Work effectively both independently and as part of a collaborative team environment.
• Other tasks as assigned.

Technologies

• Windows
• Microsoft Office
• Mobile Device Management (MDM)

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