Service Desk Analyst

GOEBEL FIXTURE COMPANY; Atlanta (GA); On-site; USD 42,000 - 60,000; Full time

Job summary

GOEBEL FIXTURE COMPANY is seeking an IT Service Desk Analyst to provide frontline technical support to employees across our offices nationwide. You will troubleshoot hardware, software, and network issues, document resolutions, and maintain a customer-focused approach.

The role requires 2+ years in a help desk, an associate's degree in a related field is preferred, and you will work in a fast-paced environment with a focus on continuous learning and strong communication.

Qualifications

• Associate's degree in CS/IS or related field preferred.
• 2+ years in a technical support or help desk role.
• Strong troubleshooting and end-user support skills.
• Ability to explain complex tech concepts to non-technical users.
• Knowledge of Windows/macOS and common productivity tools.
• Familiarity with AD, networking basics, and printer issues.

Responsibilities

• Log, prioritize, diagnose, and resolve tickets using the ticketing system.
• Diagnose and resolve issues related to hardware, software, and network connectivity.
• Install, configure, and update software/hardware and manage user accounts.
• Document incidents and resolutions to build a knowledge base for future reference.
• Escalate complex or unresolved issues to specialized IT teams or vendors.
• Provide excellent customer service through proactive communication and empathy.
• Stay updated on supported technologies and seek opportunities to expand knowledge.

Skills

Windows/macOS

Office Suite

Office 365

Adobe

Active Directory

Technical communication

Networking basics

MDM (Mobile Device Management)

Printer troubleshooting

Education

Associate's degree in CS/IS or related field

Job description

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• Location 2970 Brandywine Road,Suite 200,Atlanta, GA, 30341,United States
• Job Category Service Worker
• Employee Type Exempt

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 tonon-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.

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: Meticulouslyrecord all incidentsand 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.