As a Service Desk Analyst, you will serve as the first line of support for end users, handling a wide range of technical issues related to hardware, software, networks, and enterprise applications. You’ll log, prioritize, and resolve incidents while ensuring a high level of customer service and adherence to service-level agreements (SLAs).
This is a direct-hire opportunity with our client in the insurance and risk management industry. The ideal candidate is organized, technically skilled, and capable of working in a structured IT support environment. This role is a great fit for someone looking to expand their experience with enterprise systems, incident management, and cross-departmental collaboration.
Responsibilities
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Respond to incoming support requests via phone, email, or ticketing system
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Troubleshoot and resolve Level 1 and Level 2 technical issues related to desktops, applications, printers, and mobile devices
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Escalate unresolved issues to appropriate IT teams and follow through to resolution
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Maintain accurate records of support interactions, solutions, and asset updates
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Assist with user onboarding and offboarding including account provisioning and access setup
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Provide support for Microsoft 365, Windows OS, and common enterprise tools
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Monitor and meet performance metrics, SLAs, and customer satisfaction targets
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Help develop and maintain user guides and knowledge base articles
Qualifications
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Associate’s or Bachelor’s degree in Information Technology or a related field
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1–3 years of experience in a service desk, help desk, or IT support role
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Proficiency in Microsoft 365, Windows OS, and help desk ticketing systems
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Familiarity with Active Directory, basic networking, and remote support tools
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Strong communication, documentation, and multitasking skills
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IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications are a plus
Job Benefits
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Health, dental, and vision insurance
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Paid time off, holidays, and sick leave
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401(k) with company match
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Certification and training reimbursement
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Opportunities to grow into more advanced IT support or system roles
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Structured, supportive team environment with room for career advancement
Salary Range
$50,000 – $64,000 annually, depending on experience, certifications, and support environment familiarity.
Job Details
- Position Title:
- Service Desk Analyst
- Employment Type:
- Full Time
- Base Salary:
- $50,000–64,000 per year
- Working Hours:
- Monday through Friday 8am to 5pm
- Job Location:
- Fort Wayne, Indiana, US
- Date posted:
- July 7, 2025
- Valid through:
- August 10, 2025