Hybrid IT Service Desk Analyst - First-Response Support

Imagine360, LLC

Wayne (PA)

Hybrid

USD 42,000 - 56,000

Full time

6 days ago

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Benefits offered by this job

Health plan options

Disability & life insurance–company

Parental Leave Policy

PTO 20 days

Tuition reimbursement

401k Company contribution

Short & long term Disability plus Life

Professional development

Diversity and inclusion initiatives

Job summary

Imagine360, LLC is seeking a Service Desk Analyst in Wayne, PA for a hybrid role. You will be the first point of contact for employees needing IT assistance and will perform basic troubleshooting, document incidents, and escalate when needed.

Responsibilities include handling requests across phone, chat, and email, supporting end-user devices, and maintaining ticketing records. A strong customer-service mindset and basic IT knowledge are essential for success.

Qualifications

Demonstrated ability to provide friendly, effective IT support
Experience with incident documentation and escalation processes
Familiarity with common corporate IT environments and ticketing workflows

Responsibilities

Answer incoming service requests via phone, chat, email, and ticketing system.
Provide employee-facing IT support via telephony, chat, and deskside assistance as needed.
Perform basic troubleshooting for password resets, VPN issues, printers, and hardware.
Document all steps and resolutions in the ticketing system.
Escalate complex issues to Tier 2 or other teams as required.