Service Desk Analyst I

The Service Desk Analyst I at Fortress SRM LLC serves as the first point of contact for managed services customers, handling inbound service requests and incidents in a 24×7×365 support environment. The role focuses on reactive troubleshooting, resolution, and escalation according to established service desk procedures, while maintaining clear customer communication and accurate ticket documentation.

Role Overview

This position is responsible for delivering timely, high-quality technical support for end users. The analyst works rotating shifts to support continuous operations, triaging inbound requests, resolving issues when possible, and escalating to senior technicians or engineering teams when needed.

Onsite Location and Schedule

The role is based in Independence, OH (onsite). Support coverage runs 24 hours a day, 7 days a week, with specific hours determined by service desk staffing needs. The schedule is rotating to cover the 24×7×365 environment.

Key Responsibilities

• Provide technical support and customer service through inbound phone calls, tickets, and remote sessions.
• Diagnose, troubleshoot, and resolve end-user issues involving Windows domains and workgroups.
• Diagnose, troubleshoot, and resolve end-user issues involving Windows networking, including mapped drives, shared folders, and printers.
• Diagnose, troubleshoot, and resolve issues related to Active Directory, including user account creation, modification, and access management.
• Diagnose, troubleshoot, and resolve issues related to Microsoft Exchange (on-premises and hosted), Microsoft 365, and Google Workspace.
• Diagnose, troubleshoot, and resolve end-user issues involving Microsoft Office applications.
• Diagnose, troubleshoot, and resolve issues involving Windows and macOS operating systems.
• Support troubleshooting for third-party applications, coordinating with vendor support as needed.
• Provide remote support using remote monitoring and management (RMM) tools.
• Document all work accurately, including time entries, troubleshooting steps, and resolution details.
• Maintain clear written and verbal communication with customers about ticket status and resolution progress.
• Ensure tickets include complete information, including problem descriptions, resolution steps, end user details, initiation and completion times, and customer satisfaction confirmation.
• Follow defined escalation procedures and collaborate with senior technicians and engineering teams when appropriate.
• Support service desk operational metrics, SLOs, and quality standards.

Required Qualifications

• Strong customer service mindset with the ability to explain technical concepts clearly and professionally.
• Ability to work independently and collaborate effectively in a team environment.
• Comfort in a fast-paced, high-volume service desk setting.
• Demonstrated problem-solving, analytical, and decision-making skills.
• Excellent organizational skills with the ability to manage multiple tasks concurrently.
• Dependable and punctual, able to work assigned shifts on a rotating 24×7 schedule.
• One of the following education/experience options:
  • Bachelor’s degree in Computer Science, Information Technology, Management Information Systems, or a related field
  • Associate degree plus 1 year of relevant professional experience
  • 2 years of relevant professional experience in a service desk or technical support role

Preferred Qualifications

• CompTIA A+ (must be obtained within 6 months of employment)
• Microsoft certifications (Windows 10/11, Microsoft 365)
• Active Directory administration experience

Technologies and Tools

Windows, Windows domains and workgroups, Windows networking (mapped drives, shared folders, printers), Active Directory, Microsoft Exchange, Microsoft 365, Google Workspace, Microsoft Office, Windows operating systems, macOS, remote monitoring and management (RMM) tools, and Windows 10/11.

Compensation

USD 21 - 24 per hour

Physical & Environmental Requirements

• Frequent sitting with occasional walking and light lifting.
• Ability to grasp, reach, speak clearly, and listen attentively.
• Rare stooping or crouching.
• Visual acuity sufficient for computer-based work.
• General intelligence, coordination, attention to detail, and verbal and numerical reasoning.
• Work performed in a temperature-controlled professional office or an approved remote-work environment.
• Regular attendance and punctuality are essential functions of the role.