Service Desk Analyst I

Evolving Solution Services; Independence Township (OH); On-site; USD 29,000 - 33,000; Full time

Job summary

Evolving Solution Services is seeking a Service Desk Analyst I in Independence, OH to provide high-quality, reactive technical support across a 24×7 environment. You will be the first point of contact for incidents and requests, delivering timely troubleshooting and escalation as needed.

The role requires strong customer service skills and the ability to communicate complex concepts clearly. You will work rotating shifts, supporting Windows, AD, Exchange, M365, Google Workspace, and Office apps

Qualifications

• Strong customer service mindset and ability to explain technical concepts clearly.
• Ability to work independently while collaborating with a team.
• Comfortable in a fast-paced, high-volume service desk environment.
• Demonstrated problem-solving, analytical, and decision-making skills.
• Excellent organizational skills and ability to manage multiple tasks.

Responsibilities

• Deliver exceptional customer service and technical support via phone, tickets, and remote sessions.
• Diagnose, troubleshoot, and resolve end-user issues related to Windows domains/workgroups, networking, AD, Exchange, M365, Google Workspace, and Office apps.
• Provide remote support to managed services customers using RMM tools.
• Document all work performed with clear steps, times, and resolutions.
• Adhere to escalation procedures and collaborate with senior technicians and engineering teams.

Skills

Customer service mindset

Independent work

Team collaboration

Fast-paced environment

Problem-solving

Organizational skills

Punctuality

Education

Bachelor’s degree in Computer Science/IT/MIS

Associate degree + 1 year experience

2 years service desk/technical support

Tools

RMM tools

Active Directory

Microsoft 365

Google Workspace

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Service Desk Analyst I

Full Time Technical Independence, OH, US

8 days ago Requisition ID: 1004

Salary Range: $21.00 To $24.00 Hourly

Position Overview

The Service Desk Analyst is responsible for providing high-quality, reactive technical support to managed services customers. This role serves as the first point of contact for inbound service requests and incidents, delivering timely troubleshooting, resolution, and escalation in accordance with established service desk procedures. The Service Desk Analyst operates in a 24×7×365 environment on a rotating schedule to support continuous operations.

Key Responsibilities

Deliver exceptional customer service and technical support via inbound phone calls, tickets, and remote sessions.

Diagnose, troubleshoot, and resolve end-user issues related to:

• Windows domains and workgroups
• Windows networking (mapped drives, shared folders, printers)
• Active Directory user account creation, modification, and access management
• Microsoft Exchange (on-premises and hosted), Microsoft 365, and Google Workspace
• Microsoft Office applications
• Windows and macOS operating systems
• Third-party applications, coordinating with vendor support as needed
• Provide remote support to managed services customers using remote monitoring and management (RMM) tools.
• Accurately document all work performed, including time entries, troubleshooting steps, and resolution details.
• Maintain clear and consistent written and verbal communication with customers regarding ticket status and resolution progress.
• Ensure all tickets include complete and accurate information, including:
• Resolution steps
• Initiation and completion times
• Adhere to defined escalation procedures and collaborate with senior technicians and engineering teams when appropriate.
• Support service desk operational metrics, service level objectives (SLOs), and quality standards.

Required Experience & Skills

Strong customer service mindset with the ability to communicate technical concepts clearly and professionally.

Ability to work independently while also collaborating effectively within a team environment.

Comfortable operating in a fast-paced, high-volume service desk environment.

Demonstrated problem-solving, analytical, and decision-making skills.

Excellent organizational skills with the ability to manage multiple tasks concurrently.

Dependable, punctual, and able to work assigned shifts in a rotating 24×7 schedule.

Education & Certifications

Required (one of the following):

Bachelor’s degree in Computer Science, Information Technology, Management Information Systems, or a related field

Associate degree plus 1 year of relevant professional experience

2 years of relevant professional experience in a service desk or technical support role

Preferred:

CompTIA A+ (Must obtain within 6 months of employment)

Microsoft certifications (Windows 10/11, Microsoft 365)

Active Directory administration experience

Work Schedule

Rotating shifts supporting 24 hours a day, 7 days a week operations

Specific hours determined based on service desk staffing needs

Physical & Environmental Requirements

Frequent sitting with occasional walking and light lifting

Ability to grasp, reach, speak clearly, and listen attentively

Rare stooping or crouching

Visual acuity sufficient for computer-based work

Mental requirements include general intelligence, coordination, attention to detail, and verbal and numerical reasoning

Work is performed in a temperature-controlled, professional office or approved remote-work environment

Regular attendance and punctuality are essential functions of this role