Service Desk Analyst

Maritz; Northern (KY); Hybrid; USD 52,000 - 70,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

401(k)

Job summary

Maritz seeks a Service Desk Analyst to provide first-level IT support for a wide range of hardware, software, and applications. You will handle incidents via phone, chat, and in-person interactions, document tickets, and escalate complex issues to the right teams.

You’ll work in a fast-paced, customer-focused environment, leveraging ServiceNow and ITSM best practices while contributing to knowledge base improvements and process documentation.

Qualifications

• Minimum of 2 years in a Service Desk, Help Desk, Desktop Support, or similar IT role.
• Strong knowledge of Windows OS and Microsoft 365 services.
• Excellent verbal and written communication, and customer service skills.

Responsibilities

• Provide first-level technical support for hardware, software, printers, and business apps.
• Respond to incidents via phone, chat, and walk-up; document tickets accurately.
• Escalate complex issues to appropriate teams and follow ITIL-aligned processes.

Skills

Windows OS

Microsoft 365

PC hardware

Network troubleshooting

Remote support tools

Tools

ServiceNow

NiCE Telephony

ITIL knowledge

Job description

## Service Desk AnalystApply: Fenton, MO: Full time: Posted Today: R15372**Where Human Connection Fuels Possibility **At Maritz, decades of innovation and perseverance have built more than just a strong reputation — they’ve shaped a culture where human connection and collaboration are at the heart of everything we do. Joining Maritz means becoming part of a workplace grounded in a critical truth; people and their potential is our greatest resource.Maritz helps companies achieve their business goals by inspiring people to perform their best. We design experiences, incentives, and recognition programs that spark action and deliver measurable impact.And we’ve brought this human-first design inward – intentionally building teams that care for each other and collaborate powerfully. In our most recent employee survey, nearly 90% of respondents said that their managers care about their concerns and 82% said they feel genuinely appreciated. We know that when employees feel seen, supported, and celebrated for who they are, they thrive and so does our business. That’s why we’ve created a flexible, environment that empowers you to do your best work without sacrificing what matters most to you. In fact, in that same survey, nearly 90% of respondents said they have the flexibility they need to balance work and personal life and nearly 80% said Maritz does a great job prioritizing employee well being.We have a passion for excellence and genuine care for the people making it possible.Maritz is seeking a customer-focused and technically skilled Service Desk Analyst to provide exceptional support to employees across the organization. This role serves as the first point of contact for IT-related issues and requests, delivering outstanding customer service through phone, chat, and in-person interactions, supporting a broad range of technologies and applications. This full-time, on-site role is based at Maritz Headquarters in Fenton, MO and requires working five days per week in the office. The position also includes participation in an after-hours on-call rotation. Some remote work is available after onboarding upon manager discretion.**What you'll be doing**90%* Provide first-level technical support for hardware, software, printers, and business applications.* Respond to and resolve incidents and service requests received through phone, chat, and walk-up support.* Create, update, and manage support tickets while maintaining accurate documentation.* Escalate complex issues to appropriate support teams when necessary.* Follow established service management processes and procedures.* Deliver exceptional customer service and maintain a professional, friendly, and helpful attitude in all interactions.10%* Contribute to the creation and enhancement of knowledge base articles and process documentation.* Participate in continuous improvement initiatives that enhance the employee support experience.**What you'll bring:*** Minimum of 2 years of experience in a Service Desk, Help Desk, Desktop Support, or similar IT support role.* Strong knowledge of: + Windows operating systems + Microsoft 365 applications and services + PC hardware and peripherals + Network connectivity troubleshooting + Remote support tools* Excellent verbal communication and phone etiquette skills.* Exceptional customer service and interpersonal skills.* Strong written communication skills with the ability to clearly document issues and resolutions.* Ability to troubleshoot technical issues independently and efficiently.* Strong organizational and time-management skills.* Ability to work effectively in a fast-paced, team-oriented environment.**Nice to have:*** Experience using the **ServiceNow** platform for incident, request, asset, or knowledge management.* Experience with the NiCE telephony platform for phone support.* ITIL Foundation certification or familiarity with IT Service Management (ITSM) practices.* Experience supporting enterprise environments with distributed or remote workforces.**What you should know:*** This full-time, on-site role is based at Maritz Headquarters in Fenton, MO and requires working five days per week in the office.* The position also includes participation in an after-hours on-call rotation.* Some remote work is available after onboarding upon manager discretion.**DISCLAIMER:** This job description is designed to indicate the general nature and level of work performed by associates within this classification. It is not designed to confirm or be interpreted as a comprehensive summary of all duties, responsibilities and qualifications required of associates assigned to this job.Maritz offers a comprehensive benefits package for full-time employees including medical, dental, vision, life insurance, disability, paid parental leave, 401k, tuition reimbursement, paid time off, year end holiday closure, and more!