Hybrid Service Desk Analyst - PTO & Tuition Reimbursement

Imagine360; Wayne (PA); Hybrid; USD 38,000 - 52,000; Full time

Benefits offered by this job

Health plan options

Company paid premiums for disability/L

Life insurance

Parental Leave Policy

Paid time off (PTO)

Holidays

Tuition reimbursement

401k company contribution

Professional development

Diversity and inclusion initiatives

Job summary

Imagine360 is seeking a Service Desk Analyst to join the team. The Tier 1 Analyst serves as the first point of contact for employees seeking IT assistance, performing basic troubleshooting and documenting incidents in the ticketing system.

Based in Wayne, PA, this hybrid role requires a High School diploma and 0–1 year of IT support experience; an Associate's or Bachelor's degree is preferred. You will triage requests, escalate when needed, set up end-user equipment, and maintain clear

Qualifications

• High School Diploma or GED required.
• 0-1 years IT support or help desk experience preferred.
• Experience with Windows or macOS is a plus.

Responsibilities

• Answer incoming service requests via phone, chat, email, and ticketing system.
• Provide employee-facing IT support through telephony, remote messaging, and deskside assistance as needed.
• Perform basic troubleshooting: password resets, VPN, printers, peripherals, and app issues.
• Triage, categorize, and prioritize incidents per documented guidelines.
• Document requests, steps taken, and resolutions in the ticketing system.
• Escalate to Tier 2 or other teams when issues exceed Tier 1 scope.
• Monitor systems at a basic level and report alerts per procedures.
• Assist with setup of end-user equipment (laptops, monitors, docking stations, VoIP phones).
• Support asset management by updating hardware/software inventory records.
• Communicate status and next steps clearly to users.

Skills

Customer service

Communication skills

Follow procedures

Multitasking

Team collaboration

Education

High School Diploma or GED

Associate's or Bachelor's Degree

Tools

ManageEngine

Jira

Freshservice

Job description

Imagine360 is seeking a Service Desk Analyst to join the team. The Tier 1 Analyst serves as the first point of contact for employees seeking IT assistance, performing basic troubleshooting and documenting incidents in the ticketing system.

Based in Wayne, PA, this hybrid role requires a High School diploma and 0–1 year of IT support experience; an Associate's or Bachelor's degree is preferred. You will triage requests, escalate when needed, set up end-user equipment, and maintain clear