IT Service Desk Analyst: Frontline Support

Remote Jobs

Cleveland (OH)

On-site

USD 30,000 - 36,000

Full time

14 days+

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Benefits offered by this job

Paid time off

Medical

Dental

Vision

401k match

Job summary

Dealer Tire in Cleveland, OH is seeking a Service Desk Analyst to provide frontline Tier 1-2 IT support for employees and partners. You will log incidents, triage requests, and troubleshoot hardware, software, and cloud apps (Microsoft 365, mobile devices, etc.), aiming for high-quality user experiences and adherence to SLAs.

Requires Associate's degree in Computer Science or equivalent, 1+ year IT support experience, and familiarity with ITSM tools (ServiceNow, Jira).

Qualifications

Associate's degree in Computer Science or equivalent experience.
1+ years IT support or service desk experience.
Familiarity with ITSM tools (ServiceNow, Jira Service Management).
Knowledge of Windows and macOS operating systems, mobile platforms (iOS/Android), and Microsoft O365 applications.
Strong communication and customer service skills.

Responsibilities

Frontline support, incident resolution, request fulfillment, and delivering a high-quality user experience.
First point of contact for technology inquiries; provide Tier 1-2 support.
Log incidents and triage requests.
Troubleshoot hardware, software, OS, mobile devices, and enterprise apps (e.g., Microsoft 365).
Document interactions and resolutions in the ITSM system.
Contribute to knowledge base updates and self-service resources.
Escalate complex issues to higher-level teams.