IT Service Desk Analyst — Frontline Tech Support

Dealer Tire; Cleveland (OH); On-site; USD 30,000 - 36,000; Full time

Job summary

Dealer Tire is seeking a Service Desk Analyst to provide frontline IT support, resolve incidents, and fulfill requests for employees and partners at our Cleveland-area location. You will troubleshoot hardware, software, and mobile devices, document steps, and help maintain a responsive IT environment.

The ideal candidate has an Associate’s degree or equivalent, 1+ year of support experience, and strong communication skills. Familiarity with ITSM tools and MS 365 is required.

Qualifications

• Associate’s degree in Computer Science or equivalent experience.
• 1+ year of IT support or service desk experience.
• Ability to explain technical information to non-technical users.
• Familiarity with ITSM tools such as ServiceNow or Jira Service Management.
• Knowledge of Windows and macOS, mobile platforms, and Microsoft O365.
• Understanding of networking fundamentals.
• Strong problem-solving and communication skills.

Responsibilities

• Provide frontline IT support to employees and partners.
• Log, triage, and prioritize incidents and service requests.
• Troubleshoot hardware, software, OS, mobile devices, and enterprise apps.
• Document resolutions and steps in the ITSM system.
• Maintain knowledge base with updated solutions and FAQs.
• Escalate complex issues to higher-level teams as needed.
• Monitor SLAs and strive for first-contact resolution.

Skills

IT support

Customer service

Windows/macOS

Networking basics

Clear communication

Troubleshooting

Education

Associate's degree in Computer Science

Tools

ServiceNow

Jira Service Management

Job description

Dealer Tire is seeking a Service Desk Analyst to provide frontline IT support, resolve incidents, and fulfill requests for employees and partners at our Cleveland-area location. You will troubleshoot hardware, software, and mobile devices, document steps, and help maintain a responsive IT environment.

The ideal candidate has an Associate’s degree or equivalent, 1+ year of support experience, and strong communication skills. Familiarity with ITSM tools and MS 365 is required.