Part-Time Tier 1 Service Desk Analyst (30 Hours)

Beacon Hill; Indianapolis (IN); On-site; USD 28,000 - 41,000; Part time

Job summary

Beacon Hill, located in Indianapolis, Indiana, is seeking a Part-Time Tier 1 Service Desk Analyst (30 Hours) to be the first point of contact for internal associates needing technical support. You will handle phone-based and ticket-based support via Fresh Service, assisting with application access, password resets, and login troubleshooting.

The ideal candidate has 2+ years in IT support, hands-on Active Directory experience, strong communication, and the ability to stay professional under

Qualifications

• 2+ years of IT support, Service Desk, or Help Desk experience.
• Hands-on experience with Active Directory, including user account management and password resets.
• Comfortable with access and permissions and troubleshooting login issues across multiple applications.
• Experience supporting internal associates in a customer-facing role.
• Basic troubleshooting and support experience for iPhones and iPads.
• Strong communication and customer service skills.
• Ability to work under pressure and handle ambiguous situations.

Responsibilities

• The Tier 1 Service Desk Analyst will serve as the first point of contact for internal associates seeking technical support.
• Provide phone-based and ticket-based support through a Fresh Service ticketing system, addressing issues related to application access, password resets, and login troubleshooting.
• Support Microsoft applications, Google Workspace, UKG, Concur, and a limited number of iPhones and iPads.
• Manage access and permissions requests, utilizing Active Directory to resolve user account issues.
• Document incidents accurately and deliver a high level of customer service in a fast-paced environment.
• Prioritize multiple requests and work under ambiguity while maintaining professionalism.
• Maintain accuracy in incident reporting and follow-up on tickets until resolution.
• Collaborate with IT team to escalate issues when necessary.

Skills

Active Directory

Customer service

Communication

Troubleshooting

Prioritization

Tools

Fresh Service

Job description

Part-Time Tier 1 Service Desk Analyst (30 Hours) (1462237-MCM) Indianapolis, Indiana

The Tier 1 Service Desk Analyst will serve as the first point of contact for internal associates seeking technical support. This individual will provide phone-based and ticket-based support through a Fresh Service ticketing system, addressing issues related to application access, password resets, and login troubleshooting. The role will support Microsoft applications, Google Workspace, UKG, Concur, and a limited number of iPhones and iPads. Responsibilities include managing access and permissions requests, utilizing Active Directory to resolve user account issues, documenting incidents accurately, and delivering a high level of customer service in a fast-paced environment. The ideal candidate is comfortable working with ambiguity, prioritizing multiple requests, and maintaining professionalism under pressure.

• 2+ years of IT support, Service Desk, or Help Desk experience
• Hands-on experience with Active Directory, including user account management and password resets
• Comfortable with access and permissions and troubleshooting login issues across multiple applications
• Experience supporting internal associates in a customer-facing role
• Basic troubleshooting and support experience for iPhones and iPads
• Strong communication and customer service skills
• Ability to work under pressure and handle ambiguous situations