Junior Service Desk Analyst

Harry and David is seeking a Junior Service Desk Analyst to support employees with first-level IT help across the organization. This onsite role in Medford, OR focuses on resolving everyday technology issues, managing help desk tickets, and maintaining system monitoring during a fixed overnight schedule.

What you’ll do

• Provide friendly, professional, and timely technical support to employees across the organization.
• Answer incoming IT support calls, document issues, and work toward first-call resolution using Microsoft Dynamics.
• Create, track, and manage support tickets and pre-approved work orders through BMC Helix.
• Troubleshoot basic hardware, software, network, and application-related issues.
• Help employees with Microsoft 365 account management, including account creation, modifications, password resets, and troubleshooting.
• Provide remote technical assistance using support tools such as LogMeIn.
• Monitor enterprise systems, alerts, and scheduled jobs, escalating potential issues as needed.
• Support employees during system outages by gathering information, documenting incidents, and communicating updates.
• Escalate complex technical issues to senior Service Desk team members and ensure timely follow-up.
• Maintain accurate technical documentation and contribute to knowledge base articles.
• Collaborate with IT team members to support daily operations and ensure smooth shift transitions.
• Follow established IT security policies, procedures, and Service Level Agreements (SLAs).
• Participate in team meetings, training, and ongoing process improvements.
• Perform additional duties as assigned.

Required qualifications

• Associate degree in Information Technology (or related field) or equivalent experience.
• 1 year of IT support, Help Desk, or related technical experience preferred but not required.
• Basic understanding of computer hardware, software, Windows operating systems, and network troubleshooting.
• Familiarity with Microsoft Office applications including Outlook, Word, Excel, and PowerPoint.
• Strong communication, customer service, and problem-solving skills.
• Ability to manage multiple support requests while maintaining attention to detail.
• Comfort providing phone-based technical support for extended periods.
• Ability to work independently and collaboratively in a fast-paced, team-oriented environment.
• Willingness to learn new technologies and develop technical skills.
• Ability to consistently work the required overnight schedule, including weekends.

Technologies you may use

• Microsoft Dynamics, BMC Helix, LogMeIn
• Microsoft 365, Active Directory (AD)
• Microsoft Office (Outlook, Word, Excel, PowerPoint)
• Remedy, Windows operating systems

Work schedule

• Fixed overnight schedule, including weekends (days and hours are non-negotiable).
• Workdays: Friday, Saturday, Sunday, Monday, and Tuesday nights
• Shift hours: 11:30 PM – 8:00 AM
• Days off: Wednesday and Thursday nights

Preferred qualifications

• Familiarity with Active Directory (AD) and Microsoft 365 administration.
• Experience using IT ticketing systems such as BMC Helix or Remedy.
• Exposure to remote support tools such as LogMeIn.
• Basic understanding of LAN, WAN, and network protocols.
• Experience documenting technical procedures or troubleshooting steps.
• IT certifications such as CompTIA A+ or similar.
• Previous customer service or call center experience.

At Harry and David, this role supports employee technology needs while helping you build hands-on IT experience. The team environment centers on troubleshooting, ticket management, and system monitoring to keep day-to-day operations moving smoothly.