Service Desk Analyst I

Socket.dev; Twinsburg (OH); On-site; USD 29,000 - 39,000; Full time

Job summary

Great Day Improvements is seeking an IT Service Desk Analyst I to be the first point of contact for IT support in Twinsburg, OH. This onsite role handles tickets from intake to resolution, works with Tier II when needed, and follows ITIL-aligned processes to ensure high-quality service.

You will support hardware, software, email, access, and basic network issues, maintain documentation, and contribute to knowledge base improvements while delivering excellent customer service in a fast-paced

Qualifications

• Experience providing technical support in a Service Desk environment.
• Working knowledge of Windows operating systems and business applications.
• Knowledge of computer hardware, peripherals, and mobile devices.
• Strong verbal and written communication skills.
• Ability to follow defined processes and escalate when needed.

Responsibilities

• Manage Service Desk tickets from intake through resolution or escalation, logging and prioritizing requests; document symptoms and resolutions; provide updates; meet SLA expectations.
• Provide first-level technical support for hardware, software, account access, email, peripherals, mobile devices, and basic network issues; validate resolution with user before closing tickets.
• Escalate complex issues to Tier II with clear problem statements and documented steps; stay engaged through resolution.
• Support knowledge management by updating knowledge articles and procedures to reduce tribal knowledge.
• Identify recurring issues and suggest process improvements to reduce ticket volume.
• Support full end-user device lifecycle: provisioning, configuring, onboarding/offboarding, asset tagging, reimaging, and redeploying.
• Perform routine user account and access administration including password resets and provisioning following approvals.
• Deliver strong customer experience with clear communication and setting expectations throughout ticket lifecycle.
• Follow ITIL-aligned processes and contribute to ongoing training and standardized workflows.

Skills

IT Support

Service Desk

Windows OS

End-User Support

Communication

Education

Associate or Bachelor’s degree in IT/related field

CompTIA A+ or ITF+ certification

Tools

Ticketing Systems

Remote Support Tools

Job description

Overview

Great Day Improvements - IT Service Desk Analyst I (Onsite - Twinsburg, OH)

Work Location:

Great Day Improvements

2500 E Enterprise Pkwy, Twinsburg, OH 44087

Onsite - 5 days per week

Pay Range: $21.57–$28.00 per hour. Actual compensation will vary based on the candidate’s experience, qualifications, and demonstrated skills.

Company Overview

Since its founding 13 years ago, Great Day Improvements, LLC has grown rapidly toward its vision of becoming one of the largest home improvement companies in the U.S. Headquartered in Twinsburg, Ohio, Great Day Improvements is a $1.5 billion, vertically integrated, direct-to-consumer provider of premium home improvement products.

The company’s family of brands includes Patio Enclosures®, Champion Windows and Home Exteriors®, Universal Windows Direct®, Apex Energy Solutions®, Stanek Windows®, Leafguard®, Englert®, and The Bath Authority.

With an expanding workforce of over 4,800 employees across 130 metropolitan markets throughout the U.S., Great Day Improvements continues to rank among the top home improvement companies nationwide and is one of the fastest growing private companies in America.

Summary

The IT Service Desk Analyst I serves as the first point of contact for IT support, providing timely, accurate, and customer-focused resolution of common technical issues. This role owns tickets from intake through resolution or escalation, using structured troubleshooting, established processes, and knowledge resources to support end users across hardware, software, access, email, and basic network issues.

The Analyst I also supports device and user lifecycle activities, maintains accurate ticket and knowledge documentation, and works closely with Tier II and other IT teams when issues require escalation. Success in this role requires strong customer service, attention to detail, process discipline, technical curiosity, and a commitment to continuously building troubleshooting skills and improving the Service Desk experience.

Responsibilities

• Manage Service Desk tickets from intake through resolution or escalation, including accurately logging, categorizing, and prioritizing requests; documenting symptoms, troubleshooting, and resolutions; providing timely updates; meeting SLA expectations; and identifying aging tickets or those at risk of SLA breach.
• Provide first‑level technical support for hardware, software, Microsoft applications, account access, email, peripherals, mobile devices, and basic network/connectivity issues using logical troubleshooting, established procedures, and knowledge articles; validate resolution with the user before closing tickets.
• Escalate complex or unresolved issues appropriately to Tier II or other support teams with a clear problem statement, business impact, troubleshooting already completed, and actionable documentation; remain engaged and track escalated issues through confirmed resolution.
• Support knowledge management and documentation by using the knowledge base as a primary troubleshooting resource, identifying gaps or outdated information, and creating or updating standardized knowledge articles, procedures, and repeatable solutions to reduce tribal knowledge.
• Identify recurring issues and improvement opportunities by recognizing incident patterns, contributing to root‑cause identification, and recommending improvements to documentation, automation, workflows, or processes that can reduce ticket volume and improve support delivery.
• Support the full end‑user device lifecycle, including provisioning and configuring laptops, peripherals, and mobile devices; following standard builds and security requirements; supporting onboarding/offboarding; tracking and tagging assets; recovering equipment; and reimaging, sanitizing, and redeploying devices.
• Perform routine user account and access administration, including password resets, account unlocks, basic access provisioning, and onboarding/offboarding changes while following required approvals and access‑control procedures; escal…
• Deliver a strong customer experience through clear, professional, and concise communication, setting expectations around timelines and next steps, keeping users informed throughout the ticket lifecycle, and maintaining service quality during high‑volume or high‑pressure situations.
• Follow and reinforce Service Desk standards and ITIL‑aligned processes, including consistent ticket quality, documentation, communication, escalation, and audit‑ready execution; participate in ongoing training and help standardize request types, workflows, responses, and use of the Service Desk as the central intake channel for IT requests.

Qualifications

• Experience providing technical support in a Service Desk environment, including use of ticketing systems and remote‑support tools.
• Working knowledge of Windows operating systems, common business applications, and end‑user support within a Microsoft‑centric environment.
• Knowledge of computer hardware, peripherals, mobile devices, and common end‑user technical issues.
• Strong verbal and written communication skills, with the ability to clearly document issues and communicate effectively with end users.
• Ability to follow defined processes, manage multiple priorities, troubleshoot logically, document accurately, and recognize when an issue should be escalated.

Preferred Qualifications

• 1–3 years of experience in IT support, Service Desk, or technical customer service roles.
• CompTIA A+ or ITF+ certification and/or exposure to ITIL-based processes.
• Associate or Bachelor’s degree in Information Technology or a related field, or equivalent professional experience.

GDI is an Equal Employment Opportunity Employer

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