Description:
The IT Service Desk Analyst I supports HC3 operations by providing front-line technical assistance to employees and clients and ensuring reliable access to systems and technology. This role contributes to consistent Service Desk performance by resolving common issues, maintaining accurate documentation, and supporting the identification of recurring issues while contributing to improvements in support processes and delivery.
Requirements:
The responsibilities for this position include the following:
-
Technical Support Delivery - Provide timely front-line support through approved channels and resolve common hardware, software, access, connectivity, and application issues.
-
Incident Triage and Escalation - Triage and document service requests and incidents while escalating issues appropriately based on complexity and established procedures.
-
User Account and Access Support - Perform user account lifecycle tasks, including onboarding, offboarding, and access changes, in accordance with approved processes.
-
Documentation and Record Management - Maintain accurate and complete ticket documentation, including troubleshooting steps, user communication, and resolution outcomes.
-
Continuous Improvement and Security Awareness - Identify recurring issues and trends while following established security procedures and escalating suspicious activity as appropriate.
Qualified candidates must have the following competencies and qualities:
-
Technical Foundation – Demonstrates foundational understanding of operating systems, business applications, endpoint hardware, and networking concepts, and applies this knowledge in troubleshooting scenarios.
-
Analytical Thinking – Applies structured thinking to diagnose issues, recognize patterns in recurring problems, and use available information to support troubleshooting and escalation decisions.
-
Problem Solving – Uses logical troubleshooting methods, available tools, and documented procedures to resolve technical issues efficiently.
-
Customer Focus – Provides responsive, professional, and user-centered support while effectively communicating with technical and non-technical users.
-
Judgment and Accountability – Exercises sound judgment when handling access, data, and security-related situations while adhering to established policies and procedures.
-
Communication Skills – Documents work clearly and communicates effectively with users and internal teams, translating technical concepts into understandable terms.
-
Organization and Time Management – Manages assigned work, prioritizes tasks, and follows through on responsibilities in a structured, ticket-driven environment.
-
Attention to Detail – Ensures accuracy in account changes, documentation, and adherence to standard processes.
-
Learning Agility – Demonstrates willingness to learn new tools, systems, and procedures and continuously improves technical and analytical capability.
-
High school diploma
-
Foundational experience with computer hardware, Windows operating systems, and business applications such as Microsoft 365
-
Strong written and verbal communication skills
-
Ability to follow IT procedures, cybersecurity practices, and documentation standards
-
Associate degree or technical training in information technology or related field
-
Up to two years of experience in IT support, help desk, or service desk roles
-
Experience using IT service management or ticketing systems
-
Familiarity with Active Directory, Entra ID, endpoint management, or remote support tools
-
Basic understanding of cybersecurity concepts such as phishing, multifactor authentication, and endpoint protection
-
Industry certifications such as CompTIA A Plus, Microsoft Fundamentals, or ITIL Foundation
