IT Service Desk Analyst I – Grow in Tech Support

MacLean Power, LLC; Fort Mill (SC); On-site; USD 42,000 - 56,000; Full time

Job summary

MacLean Power Systems (MPS) is seeking an IT Analyst I to be the first point of contact for employees needing technical assistance. You will handle service desk tickets, troubleshoot common hardware and software issues, and ensure timely resolution or escalation.

The role supports Microsoft 365, Windows devices, and user accounts while documenting activities in the ITSM system. Ideal candidates have 0–2 years of service desk experience, familiarity with ITIL/ITSM processes, and strong

Qualifications

• Associate degree in IT or related field; equivalent experience considered.
• 0–2 years in a service desk or technical support environment.
• Experience with Windows and Microsoft 365; basic networking is a plus.

Responsibilities

• Respond to service desk tickets via phone, email, chat, and ticketing systems.
• Provide Level 1 support for desktops, laptops, printers, and mobile devices.
• Create, update and close tickets with detailed resolution notes.
• Reset passwords and manage user accounts per security policies.
• Escalate complex issues to senior analysts when needed.
• Assist with onboarding/offboarding and workstation deployments.
• Maintain knowledge base and monitor SLA targets.

Skills

Customer Service

Technical Troubleshooting

Windows OS

Microsoft 365

Documentation

ITIL/ITSM knowledge

Team Collaboration

Education

Associate degree in Information Technology or related field

Tools

Microsoft 365

Windows OS

ITSM/Ticketing Systems

ITIL Foundation

Job description

MacLean Power Systems (MPS) is seeking an IT Analyst I to be the first point of contact for employees needing technical assistance. You will handle service desk tickets, troubleshoot common hardware and software issues, and ensure timely resolution or escalation.

The role supports Microsoft 365, Windows devices, and user accounts while documenting activities in the ITSM system. Ideal candidates have 0–2 years of service desk experience, familiarity with ITIL/ITSM processes, and strong