Junior IT Help Desk Analyst – First-Line Support

Gilder Search Group; Indianapolis (IN); On-site; USD 40,000 - 56,000; Full time

Job summary

Gilder Search Group is seeking an IT Help Desk Analyst to receive and triage all IT requests, document issues, and ensure timely resolution. The role is primarily on-site with one day per week in the office and standard business hours; trainee and mid-level candidates will fit well.

You will handle basic troubleshooting, log calls, and escalate when needed while maintaining professional communication with end users. Knowledge of ServiceNow and O365 is preferred.

Qualifications

• Associate's degree or trade certification; 1–2 years PC/networking experience.
• 2–3 years customer service preferred.
• Basic to intermediate knowledge of PC hardware, software, networking, telecommunications.
• Excellent oral, written and interpersonal communication skills.
• Understanding of SD tools preferred.
• HDI certification preferred.
• Experience using ITSM modules in ServiceNow.

Responsibilities

• Receive all telephone or automated IT assistance requests and ensure accurate recording and timely fulfilment within established timeframes.
• Handle basic technical problems via telephone and resolve first-line customer issues.
• Log and manage calls using correct procedures.
• Handle specialized tasks including fulfillment and special projects.
• Refer requests that cannot be resolved immediately in a timely manner.
• Suggest occasional in-office attendance as required; expected to come in 1 day per week.

Skills

Customer service

Oral and written communication

Problem solving

Team collaboration

Education

Associate's degree or trade certification

Tools

ITSM (ServiceNow)

SD tools

HDI certification

Microsoft O365

Job description

Gilder Search Group is seeking an IT Help Desk Analyst to receive and triage all IT requests, document issues, and ensure timely resolution. The role is primarily on-site with one day per week in the office and standard business hours; trainee and mid-level candidates will fit well.

You will handle basic troubleshooting, log calls, and escalate when needed while maintaining professional communication with end users. Knowledge of ServiceNow and O365 is preferred.