The Service Desk Analyst serves as an entry-level service desk and operational support role within the IT department. This position is primarily responsible for handling support tickets, responding to user questions, and resolving common hardware, software, and access issues to maintain a reliable end-user experience. The role works closely with Infrastructure team members and Systems Administrators to escalate and coordinate more complex issues, while contributing to day-to-day support operations and maintaining accurate documentation. Project work is limited and typically consists of assisting with smaller tasks or operational initiatives as assigned.
Authorized and responsible to continuously improve upon and perform all duties according to BDEL Quality, Safety and Employee Policies and procedures:
Tier 1 Technical Support
Respond to service desk tickets, user questions, and support requests in a timely and professional manner.
Troubleshoot and resolve common hardware, software, printing, and account access issues within established support procedures.
Escalate issues beyond Tier 1 scope to Systems Administrators while maintaining ownership of communication and follow-up.
User Assistance and Customer Service
Provide friendly, clear support to end users through ticket communications, email, chat, scheduled calls, or in-person assistance.
Guide users through basic troubleshooting steps and answer common IT-related questions.
Support onboarding, workstation setup, and routine equipment requests as assigned.
Collaboration and Escalation
Work closely with Service Desk team members and Systems Administrators to resolve issues efficiently.
Communicate accurate details when escalating incidents, including symptoms, troubleshooting performed, and user impact.
Learn from escalated cases and apply feedback to improve future issue resolution.
Operational Support
Perform routine support tasks such as device setup, software installs, account assistance, and hardware replacements.
Maintain ticket queue discipline by updating statuses, documenting actions taken, and closing resolved requests accurately.
Follow IT policies, procedures, and security practices in all support activities.
Documentation and Continuous Learning
Document support interactions, resolutions, and recurring issues clearly and consistently.
Use internal documentation and knowledge base resources to research issues and improve service quality.
Participate in training and limited project-related tasks that support team operations and development.
Education
Required: Associate degree in Computer Science, Information Technology, or related education/experience.
Alternative: 1-3 years of experience in an IT service or customer support role can substitute for the education requirement.
Work Experience
0-2 years of experience supporting users in a Microsoft environment or similar multi-user office setting. Entry-level certifications or related internship experience are helpful. Demonstrated customer service skills, willingness to learn, and the ability to troubleshoot common hardware, software, and access issues are preferred.
Skills and general experience
Candidates should have strong customer service, communication, and documentation skills along with foundational technical ability. Skills needed include:
Computer literacy and proficiency with Microsoft Windows, Apple MacOS, Microsoft 365, and standard office applications
Basic troubleshooting for computer hardware, peripherals, printing, and user applications
Ability to learn new platforms, systems, and support procedures
Strong verbal and written communication with technical and non-technical users
Accurate ticket documentation and follow-up
Basic understanding of account access, password support, and common connectivity issue
General physical requirements: Light work
Visual acuity requirements: Computer work, close inspection
Motion and sensory requirements: Stooping, Reaching, Talking, Hearing, Carrying
Physical working conditions: Inside Environment
Black Diamond is and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.
If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Black Diamond Equipment HR representative.
