IT Help Desk Analyst I — First-Line Support Pro

United Global Technologies; Indianapolis (IN); Hybrid; USD 40,000 - 60,000; Full time

Job summary

United Global Technologies is seeking a help desk analyst to receive and document IT requests, resolve first-line issues, and manage tickets within defined timeframes. The role requires basic to intermediate knowledge of PC hardware and software, networks, and telecommunications.

You will work in a hybrid schedule, coming into the Indianapolis office one day per week, with shifts 6 AM–3:00 PM ET or 8 AM–5:00 PM ET. HDI certification and ServiceNow experience are a plus.

Qualifications

• Associate degree or trade certification required.
• 2–3 years customer service experience preferred.
• Strong verbal and written communication skills.
• Familiarity with IT service management tools preferred.

Responsibilities

• Handle basic technical problems via the telephone and resolve first-line customer issues.
• Log and manage calls using the correct procedures.
• Handle specialized functions including fulfillment and special projects.
• Make appropriate and timely referrals of any requests that cannot be immediately resolved.

Skills

Technical troubleshooting

Customer service

Communication skills

ServiceNow

ITSM

Microsoft 365

HDI certification

Education

Associate degree or trade certification

Tools

ServiceNow ITSM

Microsoft 365

Dell Wyse

Virtual Machines

Job description

United Global Technologies is seeking a help desk analyst to receive and document IT requests, resolve first-line issues, and manage tickets within defined timeframes. The role requires basic to intermediate knowledge of PC hardware and software, networks, and telecommunications.

You will work in a hybrid schedule, coming into the Indianapolis office one day per week, with shifts 6 AM–3:00 PM ET or 8 AM–5:00 PM ET. HDI certification and ServiceNow experience are a plus.