Service Desk Analyst: Frontline IT Support & Growth

Dealer Tire LLC; United States; Remote; USD 30,000 - 36,000; Full time

Benefits offered by this job

Paid time off

Medical insurance

Dental coverage

Vision care

401k match

Job summary

Dealer Tire LLC is seeking a Service Desk Analyst to provide frontline IT support and incident resolution for employees and business partners. You will handle ticket logging, triage, and troubleshooting across hardware, software, and enterprise applications including Microsoft 365 and cloud tools.

You will work with ServiceNow and Jira Service Management, maintain knowledge bases, and escalate complex issues as needed, all while meeting SLAs and contributing to continuous improvement efforts.

Qualifications

• Associate’s degree in Computer Science or equivalent experience.
• 1+ years of IT support or service desk experience.
• Strong customer service orientation and ability to communicate technical information clearly to non-technical users.
• Familiarity with ITSM tools (ServiceNow, Jira Service Management).
• Knowledge of Windows, macOS, iOS/Android, and Microsoft 365 apps.
• Understanding of networking fundamentals.
• Excellent problem solving and communication skills.

Responsibilities

• Provide frontline IT support; resolve incidents and fulfill requests to ensure a high-quality user experience.
• Be the first point of contact for tech inquiries; provide Tier 1–2 support for employees and partners.
• Log, triage, and prioritize incidents and service requests in the ITSM system.
• Troubleshoot hardware, software, OS, mobile devices, and enterprise apps (Microsoft 365, cloud apps).
• Document interactions and resolutions; maintain knowledge base with updated solutions.
• Escalate complex issues to higher-level support or vendors when needed.
• Monitor SLAs and response times; prioritize tickets to improve first-contact resolution.
• Stay current with system updates and participate in continuous improvement initiatives.

Skills

Frontline support

Incident resolution

Customer service

Troubleshooting

Windows

macOS

Microsoft 365/O365

ITSM tools

ServiceNow

Jira Service Management

Networking fundamentals

Communication

Teamwork

Education

Associate’s degree in Computer Science

Tools

ServiceNow

Jira Service Management

Job description

Dealer Tire LLC is seeking a Service Desk Analyst to provide frontline IT support and incident resolution for employees and business partners. You will handle ticket logging, triage, and troubleshooting across hardware, software, and enterprise applications including Microsoft 365 and cloud tools.

You will work with ServiceNow and Jira Service Management, maintain knowledge bases, and escalate complex issues as needed, all while meeting SLAs and contributing to continuous improvement efforts.