Service Desk Analyst

D4C Dental; Atlanta (GA); On-site; USD 52,000 - 70,000; Full time

Job summary

D4C Dental is seeking a Service Desk Analyst to provide frontline technical support to employees across our corporate offices nationwide. You will troubleshoot, resolve end-user issues, and log incidents to restore services with minimal downtime.

Preferred qualifications include an Associate's degree in CS/IS or related field and 2+ years in a technical support role. Strong communication, time management, and familiarity with Windows/macOS, AD, Office 365, and MDMs are essential.

Qualifications

• Associate's degree in Computer Science, Information Systems, or a related field preferred.
• Minimum of 2+ years in a technical support or help desk role.

Responsibilities

• Log, prioritize, diagnose, and resolve incoming tickets using ticketing systems.
• Diagnose and resolve hardware, software, and network connectivity issues.
• Install, configure, and update software/hardware; manage user accounts and permissions.
• Meticulously document incidents and resolutions to build a knowledge base.

Skills

Windows/macOS

Office 365

Active Directory

Communication skills

Time management

Networking basics

Printer issues

MDM

Education

Associate's degree in Computer Science/Information Systems or related field

Tools

Active Directory

Job description

Service Desk Analyst

JOB SUMMARY: The Service Desk Analyst plays a vital role on our IT Service Desk, providing frontline technical support to employees across our corporate offices nationwide. This role requires a strong combination of troubleshooting skills and customer service to efficiently resolve end‑user issues and restore services with minimal disruption. This position works in a dynamic environment where problem‑solving and continuous learning are essential. This support is crucial to the delivery of the company's mission of helping children achieve a lifetime of great oral health.

EDUCATION/CREDENTIALS

• Associate's degree in Computer Science, Information Systems, or a related field, preferred.

JOB RELATED EXPERIENCE

• A minimum of 2+ years of experience in a technical support or help desk role (can include academic or internship experience).

JOB-RELATED SKILLS/COMPETENCIES

• Sound knowledge of Windows/macOS and common productivity applications (Microsoft Office Suite, Office 365, Adobe, etc.).
• Familiarity with Active Directory
• Excellent verbal and written communication, patience, empathy, and the ability to explain complex tech concepts to non-technical users.
• Ability to work independently, manage time effectively, and prioritize tasks in a fast‑paced, dynamic environment.
• Experience with networking fundamentals (TCP/IP, DNS, DHCP), troubleshooting printer issues, and configuring mobile device management (MDM) solutions.

WORKING CONDITIONS/PHYSICAL DEMANDS

• Office Environment.

MAJOR DUTIES AND RESPONSIBILITIES

• Incident Management: Log, prioritize, diagnose, and resolve incoming tickets using ticketing systems, ensuring timely resolution or escalation.
• Technical Troubleshooting: Diagnosing and resolving technical issues related to hardware (PCs, printers, mobile devices), software applications, and network connectivity.
• System Maintenance: Install, configure, and update software and hardware, and manage user accounts (passwords, permissions).
• Documentation: Meticulously record all incidents and resolutions to build an internal knowledge base for future reference, create user and team guides/documentation.
• Escalation: Refer complex or unresolved issues to specialized IT teams or vendors.
• Customer Service Focus: Provide excellent customer service through proactive communication, empathy, and a commitment to resolving problems with a positive attitude.
• Continuous Learning: Stay updated on supported technologies and software, proactively seeking opportunities to expand technical knowledge.

OTHER DUTIES

This job description reflects management's assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.