Onsite IT Service Desk Analyst I - First-Response Support

Socket.dev; Twinsburg (OH); On-site; USD 29,000 - 39,000; Full time

Job summary

Great Day Improvements is seeking an IT Service Desk Analyst I to be the first point of contact for IT support in Twinsburg, OH. This onsite role handles tickets from intake to resolution, works with Tier II when needed, and follows ITIL-aligned processes to ensure high-quality service.

You will support hardware, software, email, access, and basic network issues, maintain documentation, and contribute to knowledge base improvements while delivering excellent customer service in a fast-paced

Qualifications

• Experience providing technical support in a Service Desk environment.
• Working knowledge of Windows operating systems and business applications.
• Knowledge of computer hardware, peripherals, and mobile devices.
• Strong verbal and written communication skills.
• Ability to follow defined processes and escalate when needed.

Responsibilities

• Manage Service Desk tickets from intake through resolution or escalation, logging and prioritizing requests; document symptoms and resolutions; provide updates; meet SLA expectations.
• Provide first-level technical support for hardware, software, account access, email, peripherals, mobile devices, and basic network issues; validate resolution with user before closing tickets.
• Escalate complex issues to Tier II with clear problem statements and documented steps; stay engaged through resolution.
• Support knowledge management by updating knowledge articles and procedures to reduce tribal knowledge.
• Identify recurring issues and suggest process improvements to reduce ticket volume.
• Support full end-user device lifecycle: provisioning, configuring, onboarding/offboarding, asset tagging, reimaging, and redeploying.
• Perform routine user account and access administration including password resets and provisioning following approvals.
• Deliver strong customer experience with clear communication and setting expectations throughout ticket lifecycle.
• Follow ITIL-aligned processes and contribute to ongoing training and standardized workflows.

Skills

IT Support

Service Desk

Windows OS

End-User Support

Communication

Education

Associate or Bachelor’s degree in IT/related field

CompTIA A+ or ITF+ certification

Tools

Ticketing Systems

Remote Support Tools

Job description

Great Day Improvements is seeking an IT Service Desk Analyst I to be the first point of contact for IT support in Twinsburg, OH. This onsite role handles tickets from intake to resolution, works with Tier II when needed, and follows ITIL-aligned processes to ensure high-quality service.

You will support hardware, software, email, access, and basic network issues, maintain documentation, and contribute to knowledge base improvements while delivering excellent customer service in a fast-paced