Service Desk Analyst I

Great Day Improvements: A Family of Brands is seeking a Service Desk Analyst I to serve as the first point of contact for everyday IT support. This onsite role in Twinsburg, OH focuses on resolving common technical issues, managing service desk tickets end-to-end, and escalating when deeper support is needed. You will also help support end-user device lifecycle activities and maintain clear, audit-ready documentation throughout each request.

What you’ll do

• Manage Service Desk tickets from intake through resolution or escalation, including accurately logging, categorizing, and prioritizing requests; documenting symptoms, troubleshooting steps, and resolutions; and providing timely updates.
• Meet SLA expectations by monitoring ticket status, identifying aging tickets, and flagging requests at risk of SLA breach.
• Provide first-level technical support for hardware, software, Microsoft applications, account access, email, peripherals, mobile devices, and basic network or connectivity issues using established procedures, logical troubleshooting, and knowledge articles.
• Validate fixes with the user before closing tickets to ensure issues are fully resolved.
• Escalate complex or unresolved issues to Tier II or other support teams with a clear problem statement, business impact, troubleshooting already completed, and actionable documentation, then remain engaged until confirmed resolution.
• Use the knowledge base as a primary troubleshooting resource, identifying knowledge gaps or outdated information and creating or updating standardized articles, procedures, and repeatable solutions.
• Spot recurring incident patterns and improvement opportunities, contributing to root-cause identification and recommending changes to documentation, automation, workflows, or processes to reduce ticket volume and improve delivery.
• Support the full end-user device lifecycle, including provisioning and configuring laptops, peripherals, and mobile devices, following standard builds and security requirements, supporting onboarding and offboarding, and handling asset tracking, recovery, reimaging, sanitizing, and redeploying.
• Perform routine user account and access administration such as password resets, account unlocks, basic access provisioning, and onboarding or offboarding changes while following required approvals and access-control procedures; escalate non-standard or higher-risk requests as appropriate.
• Deliver a strong customer experience with clear, professional, concise communication, setting expectations for timelines and next steps, keeping users informed across the ticket lifecycle, and maintaining service quality during high-volume periods.
• Follow Service Desk standards and ITIL-aligned processes, ensuring consistent ticket quality, documentation, communication, escalation, and audit-ready execution, while participating in ongoing training to standardize request types, workflows, and responses.

What you bring

• Experience providing technical support in a Service Desk environment, including use of ticketing systems and remote-support tools.
• Working knowledge of Windows operating systems, common business applications, and end-user support in a Microsoft-centric environment.
• Knowledge of computer hardware, peripherals, mobile devices, and common end-user technical issues.
• Strong verbal and written communication skills, including the ability to document issues clearly and communicate effectively with end users.
• Ability to follow defined processes, manage multiple priorities, troubleshoot logically, document accurately, and recognize when escalation is needed.

Technologies

• Windows operating systems
• Microsoft applications

Preferred qualifications

• 1–3 years of experience in IT support, Service Desk, or technical customer service roles.
• CompTIA A+ or ITF+ certification and/or exposure to ITIL-based processes.
• Associate or Bachelor’s degree in Information Technology or a related field, or equivalent professional experience.

Location: Twinsburg, OH (onsite). Salary: USD 21 - 28 per hourly.