Service Desk Analyst I

Mike Callaway Information Technology, Technical Support

Website WellDyneRx


(Temp, Contract)

Position Summary

The Service Desk Analyst I is responsible for resolving business user issues related to IT at first level support. This includes but not limited to user provisioning and implementation of starter accounts, troubleshooting/installing software and everyday service requests relating to PC hardware and software, networking, printing, and end user devices. The Service Desk Analyst I is responsible for all user-related IT issues in the workplace. The analyst will ensure business process and quality standards are achieved. The Service Desk Analyst I has a positive attitude, is customer service oriented, patient and willing to train and work with business staff.

Essential Duties and Responsibilities

  • Analyst supports a range of applications and solutions to support both customers and IT
  • Analyst works directly with the customer over phone/email/ and in person to identify support issues and also with the development team to get issues resolved
  • The ability to quickly learn and understand new software applications is required
  • Customer focused and able to increase satisfaction, deepen client relationships, and effectively manage expectations to a variety of customers
  • Analyst must be able to work well with the development teams, accurately describe incoming problems and translate technical answers into customer-friendly responses
  • Ability to work with a broad range of infrastructure products and basic networking components
  • Analyst may provide maintenance and support for moderately high complex client products and may work on one or more projects concurrently as a team member
  • Document all configurations and resolutions relating to the issue in the ticket
  • Communicate with business users regarding status of tickets and incident progress accordingly
  • Ensure compliance with SLA turnaround of all customer requests
  • Ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
  • Escalate service requests that require Engineering and Development level support
  • Available during non-business hours to resolve system issues as needed
  • On Call Rotation
  • Other duties as assigned

Knowledge, Skills, and Abilities

  • Strong communication skills, both written and verbal
  • Strong attention to detail in high-pressure situations
  • General understanding of desktop, server, applications and network technologies
  • Ability to work in a team environment and communicate effectively
  • Self-Starter
  • Excellent customer service and communications skills
  • Excellent troubleshooting and problem solving skills
  • Ability to multi-task and adapt to changes quickly


  • 1-2 years of experience in an IT support or technical environment, with PC or client/server platform experience
  • 1-2 years of work experience with desktop imaging, Entry Level experience in Windows 10 Troubleshooting, Office 2016+ / Office 365 / Active Directory
  • Ability to communicate, train, work with and build relationships with end users
  • Microsoft Certifications (preferred)
  • Self-motivated with the ability to work in a fast paced environment
  • Willingness to work extended hours or weekends when necessary


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