IT Service Desk Analyst II — Fast, Impactful Tech Support

Concentric LLC; Toledo (OH); On-site; USD 42,000 - 62,000; Full time

Job summary

Concentric, LLC is looking for an IT Service Desk Analyst II to provide efficient technical assistance to internal staff. You will handle hardware, software, and network issues, escalating as needed, with a focus on minimizing downtime.

The role emphasizes clear communication, customer service, and teamwork with IT and engineering across multiple sites. The position reports to the Director of IT Infrastructure and requires strong problem-solving and documentation skills, including knowledge base

Qualifications

• High school diploma or GED, required.
• Associate degree in information technology, Computer Science, or related field preferred.
• 3+ years of experience in a technical support or IT-related position desired.
• Certifications such as CompTIA A+ or Microsoft IT Professional a plus.
• ITIL certification a plus.
• Proven experience as IT Help Desk Support or similar role.
• Proficiency in diagnosing and troubleshooting software and hardware issues.
• Strong knowledge of Microsoft operating systems and Office suite.
• Familiarity with Ivanti, ServiceNow, and remote desktop tools.
• Excellent communication skills with the ability to explain technical concepts in user-friendly language.
• Customer-oriented attitude with focus on delivering high-quality support services.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Intermediate knowledge of network protocols and configurations.
• Strong customer service skills focusing on delivering quality support.
• Willingness to upgrade skills continuously.
• Willingness to travel up to 25%.

Responsibilities

• Provide first and second-level IT support to end users via phone, email, or in person.
• Respond promptly to IT support requests and resolve technical problems to minimize downtime.
• Diagnose and troubleshoot hardware and software issues; escalate when needed.
• Walk users through step-by-step solutions remotely or on-site.
• Install, configure, and maintain hardware and software per policy.
• Perform system upgrades, backups, and patch management.
• Maintain records of IT support requests using help desk software.
• Create user accounts and manage access permissions.
• Support small IT projects and coordinate with engineering during outages.

Skills

IT support

Windows OS

Office 365

Remote desktop

Ivanti/ServiceNow

Customer service

Communication skills

Multi-tasking

Education

Associate degree in IT or related field

Tools

Ivanti

ServiceNow

Remote Desktop

Job description

Concentric, LLC is looking for an IT Service Desk Analyst II to provide efficient technical assistance to internal staff. You will handle hardware, software, and network issues, escalating as needed, with a focus on minimizing downtime.

The role emphasizes clear communication, customer service, and teamwork with IT and engineering across multiple sites. The position reports to the Director of IT Infrastructure and requires strong problem-solving and documentation skills, including knowledge base