Hybrid Service Desk Analyst | IT & ATM/ITM Support

Everwisecu; Carmel (IN); Hybrid; USD 52,000 - 68,000; Full time

Job summary

Everwise in Carmel, IN is seeking a Service Desk Analyst to deliver timely Tier 1 incident support, document requests, and assist with escalation to Tier 2. You will configure and troubleshoot desktops and IT equipment, communicate status updates, and help maintain SOPs.

The role requires 1+ years in service desk or IT support, strong customer service and communication, and familiarity with Microsoft Office and iOS. Relevant certifications (CompTIA A+, ITIL) are preferred.

Qualifications

• 1+ years of Service Desk or IT support experience.
• Strong customer service and communication skills.
• High School Diploma or GED; Associate degree preferred.
• Experience with digital products and services preferred.
• CompTIA A+, ITIL Foundation, LeanIT Essentials preferred.

Responsibilities

• Respond to Service Desk requests via phone, email, messages, ServiceNow, and in person interactions.
• Document requests and resolutions in the Service Desk system.
• Resolve Tier 1 incidents per SLA with effective solutions.
• Configure, deploy, and troubleshoot IT equipment for end users.
• Escalate to Tier 2+ to appropriate departments and ensure follow-through.

Skills

Phone etiquette

Customer service

Communication

Problem solving

Multi-tasking

Analytical thinking

Education

High School Diploma or GED

Associate degree in Computer Science / MIS / IT or related field

CompTIA A+, ITIL Foundation, LeanIT Essentials (preferred certifications)

Tools

Microsoft Office Suite

iOS operating system

Job description

Everwise in Carmel, IN is seeking a Service Desk Analyst to deliver timely Tier 1 incident support, document requests, and assist with escalation to Tier 2. You will configure and troubleshoot desktops and IT equipment, communicate status updates, and help maintain SOPs.

The role requires 1+ years in service desk or IT support, strong customer service and communication, and familiarity with Microsoft Office and iOS. Relevant certifications (CompTIA A+, ITIL) are preferred.