Tier 1 IT Service Desk Analyst

JW Affinity IT; Cincinnati (OH); On-site; USD 40,000 - 52,000; Full time

Job summary

JW Affinity IT in Cincinnati, OH is seeking an entry-level Tier 1 Service Desk Analyst who serves as the first point of contact for users needing technical assistance. Support is provided mainly by phone and through the organization's ticketing system.

You will gather information, troubleshoot common issues, document activity, resolve simple incidents, and escalate more complex problems to the appropriate team.

Qualifications

• High school diploma or equivalent.
• Basic understanding of computers and common office tech.
• Ability to communicate clearly by phone, email, and written notes.
• Strong customer-service and active-listening skills.
• Follow documented procedures and complete troubleshooting steps.
• Detail-oriented with good organizational skills.
• Ability to manage multiple tickets and priorities in a fast-paced environment.
• Ability to work independently and with other support teams.

Responsibilities

• Answer incoming service desk calls in a professional, courteous, timely manner.
• Create, review, update, and manage support tickets in the ticketing system.
• Gather information from users including contact details, location, device details, error messages, and issue description.
• Troubleshoot common hardware, software, account, connectivity, printing, and peripheral issues.
• Assist users with password resets, account access, MFA, and other basic access requests.
• Provide clear instructions and guide users through troubleshooting steps over the phone.
• Resolve Tier 1 incidents using established procedures and knowledge-base documentation.
• Escalate unresolved issues to appropriate support teams.

Skills

Customer-focused

Active listening

Clear communication

Ticket handling

Multi-tasking

Punctuality

Education

High school diploma

Associate degree

Technical certification

Tools

Windows

Microsoft 365

Google Workspace

Printers & peripherals

Job description

Cincinnati, United States

The Tier 1 Service Desk Analyst serves as the first point ofcontact for users requesting technical assistance. This entry-levelposition provides support primarily by phone and through theorganization’s ticketing system.

The analyst is responsible for gathering accurate information,troubleshooting common technology issues, documenting all supportactivity, resolving incidents when possible, and escalating morecomplex issues to the appropriate technical team. The idealcandidate is dependable, customer-focused, organized, andcomfortable communicating with users who have varying levels oftechnical experience.

Essential Duties and Responsibilities

• Answer incoming service desk calls in a professional, courteous,and timely manner.
  
• Create, review, update, and manage support tickets within thedesignated ticketing system.
  
• Gather complete and accurate information from users, includingcontact information, location, device details, error messages, anda description of the issue.
  
• Troubleshoot common hardware, software, account, connectivity,printing, and peripheral-related issues.
  
• Assist users with password resets, account access, multi-factorauthentication, and other basic access-related requests.
  
• Provide clear instructions and guide users throughtroubleshooting steps over the phone.
  
• Resolve Tier 1 incidents and service requests using establishedprocedures and knowledge-base documentation.
  
• Properly categorize, prioritize, document, and route tickets.
  
• Escalate unresolved or higher-level technical issues to theappropriate support team.
  
• Monitor assigned tickets and follow up with users to confirmprogress and resolution.
  
• Maintain detailed ticket notes that accurately reflecttroubleshooting steps, communications, and outcomes.
  
• Meet established expectations for call handling, ticket quality,responsiveness, attendance, and customer service.
  
• Identify recurring issues and communicate trends ordocumentation gaps to service desk leadership.
  
• Follow organizational policies related to information security,confidentiality, acceptable use, and customer data.
  
• Participate in training, team meetings, and continuousprocess-improvement efforts.
  
• Perform other related duties as assigned.
  

Minimum Qualifications

• High school diploma or equivalent.
  
• Basic understanding of computers, operating systems, mobiledevices, and common office technology.
  
• Ability to communicate clearly and professionally by phone,email, and written ticket notes.
  
• Strong customer-service and active-listening skills.
  
• Ability to follow documented procedures and completetroubleshooting steps in a logical order.
  
• Strong attention to detail and organizational skills.
  
• Ability to manage multiple tickets and priorities in a fast-paced environment.
  
• Ability to work independently while also collaborating withother support teams.
  
• Dependable attendance and punctuality.
  

Preferred Qualifications

• Associate degree, technical certification, or coursework ininformation technology, computer science, or a related field.
  
• Previous customer-service, call-center, help-desk, ortechnical-support experience.
  
• Familiarity with Windows, Microsoft 365, Google Workspace,printers, docking stations, and common computer peripherals.
  
• Experience using a ticketing or case-management system.
  
• Familiarity with Active Directory, password-management tools,remote-support tools, or device-management platforms.
  
• CompTIA A+, Google IT Support, Microsoft, or similar entry-level certification.
  
• Local to Cincinnati and surrounding area.
  

Knowledge, Skills, and Abilities

• Customer-focused approach to technical support.
  
• Effective questioning and information-gathering skills.
  
• Basic technical troubleshooting and problem-solving abilities.
  
• Clear and accurate written documentation.
  
• Ability to explain technical concepts in simple, user-friendly language.
  
• Ability to remain calm and professional when assistingfrustrated users.
  
• Ability to recognize when an issue requires escalation.
  
• Willingness to learn new systems, applications, and support procedures.
  

Performance Expectations

Success in this role will be measured through:

• Quality and completeness of ticket documentation.
  
• Timeliness of call and ticket response.
  
• Accuracy of ticket categorization and escalation.
  
• First-contact resolution when appropriate.
  
• Compliance with established support procedures.
  
• Dependability, punctuality, and consistent attendance.
  
• Ability to meet individual and team service-level expectations.
  

This position operates in a service desk or office environment andrequires frequent use of a computer, telephone, headset, ticketingsystem, and remote-support tools. The employee may spend extendedperiods seated and working at a computer.

The position may require occasional travel to supported locations,equipment handling, or participation in special technology projectsbased on operational needs.

Physical Requirements

• Ability to remain seated and use a computer and telephone forextended periods.
  
• Ability to communicate effectively by phone and in person.
  
• Ability to lift occasionally, carry, or move computer equipmentweighing up to 25 pounds.
  
• Ability to perform repetitive keyboard and mouse functions.