Onsite IT Service Desk Analyst I — First-Line Support

Apex Energy Solutions; Twinsburg (OH); On-site; USD 45,000 - 58,000; Full time

Job summary

Great Day Improvements in Twinsburg, OH is seeking an IT Service Desk Analyst I to be the first point of contact for end users. Onsite five days per week, you will resolve hardware, software, and access issues, document outcomes, and escalate when needed while maintaining SLA expectations.

You will collaborate with Tier II and other IT teams, support device lifecycles, build knowledge articles, and contribute to ongoing service improvements through structured troubleshooting and strong customer

Qualifications

• Experience providing technical support in a Service Desk environment.
• Knowledge of Windows operating systems and Microsoft applications.
• Strong verbal and written communication; ability to document issues clearly.
• Ability to follow defined processes and escalate appropriately.

Responsibilities

• Manage Service Desk tickets from intake through resolution or escalation; document symptoms, troubleshooting, and resolutions; provide timely updates; meet SLA expectations.
• Provide first-level technical support for hardware, software, account access, email, peripherals, mobile devices, and basic network/connectivity issues using established procedures and knowledge articles; validate resolution with the user before closing tickets.
• Escalate complex issues to Tier II or other teams with a clear problem statement, business impact, and documented troubleshooting; stay engaged until resolution.
• Support knowledge management by updating or creating knowledge articles and standard procedures to reduce tribal knowledge.
• Identify recurring issues and suggest improvements to documentation, automation, workflows, or processes to reduce ticket volume.
• Support the full end-user device lifecycle: provisioning/configuring laptops and devices, onboarding/offboarding, tagging assets, and redeploying devices.
• Perform routine user account and access administration with required approvals; escalate non-standard requests.
• Deliver a strong customer experience with clear communication and proactive updates throughout the ticket lifecycle.
• Follow ITIL-aligned processes and help standardize request types, workflows, and usage of the Service Desk.

Skills

Technical support

Windows OS

End-user support

Communication skills

Troubleshooting

Education

Associate or Bachelor’s degree in Information Technology or related field

CompTIA A+ certification

Job description

Great Day Improvements in Twinsburg, OH is seeking an IT Service Desk Analyst I to be the first point of contact for end users. Onsite five days per week, you will resolve hardware, software, and access issues, document outcomes, and escalate when needed while maintaining SLA expectations.

You will collaborate with Tier II and other IT teams, support device lifecycles, build knowledge articles, and contribute to ongoing service improvements through structured troubleshooting and strong customer