IT Service Desk Analyst I — Frontline Tech Support Pro

The Wenger Group

Lancaster (Lancaster County)

On-site

USD 42,000 - 58,000

Full time

5 days ago

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Benefits offered by this job

Promotional opportunities

Rewards and recognition programs

Robust onboarding and training program

Employee discounts

Job summary

The Wenger Group in Lancaster, PA is seeking a Service Desk Analyst I to provide first-level IT support for desktop, software, and hardware issues. You will triage requests, perform basic incident resolution, and escalate complex cases to the appropriate IT teams while delivering excellent customer service.

Ideal candidates have ITIL certification, 1–2 years in IT support, and strong communication skills. You will work with Jira Service Desk or ServiceNow and contribute to knowledge base updates

Qualifications

ITIL certified or equivalent education/experience.
1–2 years of IT support experience.
Proficient with desktop, network environments and peripherals.
Able to learn corporate applications and terminology.
Excellent written and verbal communication skills.

Responsibilities

Resolve basic IT incidents and service requests.
Triage and escalate complex incidents to appropriate teams.
Document resolutions and update knowledge bases.
Maintain confidentiality of customer and employee information.
Provide after-hours and on-call support as needed.

Skills

ITIL

MS Office

Jira Service Desk

ServiceNow

Customer service

Analytical skills

Education

ITIL Certification

Tools

Jira Service Desk

ServiceNow

Job description

Ideal candidates have ITIL certification, 1–2 years in IT support, and strong communication skills. You will work with Jira Service Desk or ServiceNow and contribute to knowledge base updates

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