Service Desk Analyst I — 24/7 Tech Support

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

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