Service Desk & IT Support Analyst (On-site)

Concept Plus; Dayton (OH); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Competitive pay

Health insurance

Paid time off

11 holidays

Bonuses

Tuition reimbursement

Unlimited training

Job summary

Concept Plus is seeking a Service Desk Systems Analyst to support a client Customer Service Team with on-site technical assistance at customer locations. The role provides Tier 1.5 and Tier 2 desktop support for faculty, staff, and classroom technologies, plus remote diagnostics and ServiceNow ITSM logging.

This position runs Monday–Friday, 0600–1800, with limited travel to client sites. A minimum of 3 years in a help desk or technical role is required, along with an Associate degree or higher.

Qualifications

• Associate degree or higher in CS, IT, or related field (or equivalent experience).
• Minimum 3 years in a help desk or technical support role.
• Must meet DOD 8140 IAT 1 Certification within 6 months of hire.
• ITIL Foundations Certification preferred; Microsoft/Azure certifications are a plus.
• Working knowledge of networks and standard system/server architecture.

Responsibilities

• Provide Tier 1.5 and Tier 2 desktop support for faculty, staff, and classroom technologies.
• Respond to and document user requests related to system performance, applications, and connectivity.
• Troubleshoot hardware, software, and network issues, including account and security concerns.
• Install, configure, and deploy computers, peripherals, and related hardware (PCs, Macs, printers, drives, cards, peripherals).
• Create user accounts and support/troubleshoot identity and access provisioning
• Perform remote diagnostics to identify issues and take corrective action.
• Log and manage all service activity using ServiceNow ITSM.
• Escalate unresolved or complex issues to specialized support teams as needed.
• Initiate and track warranty repair actions.
• Conduct follow-up to confirm successful issue resolution and customer satisfaction.
• Assist with basic network tasks, including cabling patching, switch port configuration, and endpoint connectivity.
• Act as an early responder to potential security-related incidents.

Skills

Help desk experience

DOD 8140 IAT 1 Certification

ITIL Foundations (preferred)

Networking knowledge

Microsoft/Azure certifications a plus

Education

Associate degree or higher in CS/IT or related field

Tools

ServiceNow ITSM

Job description

Concept Plus is seeking a Service Desk Systems Analyst to support a client Customer Service Team with on-site technical assistance at customer locations. The role provides Tier 1.5 and Tier 2 desktop support for faculty, staff, and classroom technologies, plus remote diagnostics and ServiceNow ITSM logging.

This position runs Monday–Friday, 0600–1800, with limited travel to client sites. A minimum of 3 years in a help desk or technical role is required, along with an Associate degree or higher.