Service Desk Analyst

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

  • Respond to incoming support requests via phone, email, or ticketing system

  • Troubleshoot and resolve Level 1 and Level 2 technical issues related to desktops, applications, printers, and mobile devices

  • Escalate unresolved issues to appropriate IT teams and follow through to resolution

  • Maintain accurate records of support interactions, solutions, and asset updates

  • Assist with user onboarding and offboarding including account provisioning and access setup

  • Provide support for Microsoft 365, Windows OS, and common enterprise tools

  • Monitor and meet performance metrics, SLAs, and customer satisfaction targets

  • Help develop and maintain user guides and knowledge base articles


Qualifications

  • Associate’s or Bachelor’s degree in Information Technology or a related field

  • 1–3 years of experience in a service desk, help desk, or IT support role

  • Proficiency in Microsoft 365, Windows OS, and help desk ticketing systems

  • Familiarity with Active Directory, basic networking, and remote support tools

  • Strong communication, documentation, and multitasking skills

  • IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications are a plus


Job Benefits

  • Health, dental, and vision insurance

  • Paid time off, holidays, and sick leave

  • 401(k) with company match

  • Certification and training reimbursement

  • Opportunities to grow into more advanced IT support or system roles

  • 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


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