Job Description:

SUMMARY

As the point of contact for Incident Resolution and Service Requests, the Service Desk Analyst is the face and voice of the IT department. The goal of a Service Desk Analyst is prompt and professional resolution of requests in a fast paced, highly multi-tasked environment. Professionalism, customer service, multitasking, well written, well spoken, and rapid incident resolution are skills and traits of a promising candidate for this position.

ESSENTIAL DUTIES AND RESPONSIBILITIES

· Serve as the primary point of contact for IT incidents and service requests via phone, email, chat, self-service portal, and in-person support.

· Log, categorize, prioritize, troubleshoot, and resolve incidents and service requests in accordance with established Service Level Agreements (SLAs).

· Provide end-user support for Windows devices, Microsoft 365 applications and services, mobile devices, peripherals, printers, and approved business applications.

· Diagnose and resolve workstation, endpoint, and client device issues; escalate complex incidents to appropriate support teams while maintaining ownership and communication through resolution.

· Administer user accounts, access, and licensing within Microsoft Active Directory, Microsoft Entra ID, Microsoft 365, Intune and related systems.

· Fulfill standard service requests, including access requests, software installations, hardware provisioning, and equipment lifecycle activities.

· Deliver effective support to office-based, warehouse, field, and remote employees using approved support and collaboration tools.

· Maintain accurate documentation of incidents, requests, assets, and resolutions within the IT Service Management (ITSM) platform.

· Create and maintain knowledge base articles, support documentation, and standard operating procedures.

· Follow established Incident, Request, Problem, Change, and Knowledge Management processes and procedures.

· Identify recurring issues, trends, and root causes and recommend improvements to services, processes, and end-user experience.

· Support endpoint security, device compliance, and cybersecurity initiatives, including escalation of potential security incidents.

· Collaborate with IT teams, business stakeholders, and third-party vendors to resolve issues and deliver technology services.

· Meet departmental performance objectives related to service quality, customer satisfaction, response times, and resolution times.

· Participate in an on-call rotation and provide after-hours support as required for incidents, maintenance activities, projects, or business needs.

· Travel to the Parts Warehouse in Piqua, OH as needed to provide onsite Service Desk support and assistance based on business requirements.

· Perform other duties as assigned.

QUALIFICATIONS

Required Skills, Education and Work Experience

· Associate’s degree in MIS, Business, Information Technology, or a related field, or equivalent combination of education and experience.

· 2-4 years of experience troubleshooting hardware and software incidents in a high-volume enterprise service desk environment.

· Strong team-oriented mindset with the ability to collaborate effectively across all levels of the organization, share knowledge, and build productive working relationships.

· Excellent customer service and communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.

· Demonstrated ownership, initiative, and accountability with the ability to manage work independently and drive incidents through resolution.

· Strong organizational and time management skills with the ability to prioritize and manage multiple concurrent tasks.

· Strong analytical and troubleshooting skills with the ability to identify root causes and resolve issues effectively.

· Demonstrated ability to remain calm and professional during high-pressure situations.

· Experience administering and maintaining user accounts in Microsoft Active Directory.

· Experience supporting Windows 11 operating systems.

· Experience using remote support tools.

· Experience supporting iOS and Android devices

· Experience logging tickets in a ticketing system

· Experience working within an IT Service Management (ITSM) ticketing platform

· Strong attention to detail and commitment to quality.

Preferred Education/Experience

· Bachelor’s degree in MIS, Business, Information Technology, or a related field.

· Experience administering Microsoft 365 services, including Outlook, Teams, OneDrive, and SharePoint.

· Experience with Microsoft Entra ID (Azure AD).

· Experience with Freshservice or a similar ITSM platform.

· Experience with Microsoft Intune or other Mobile Device Management (MDM) solutions.

· Experience with Windows Autopilot.

· Experience supporting Lenovo, Dell, and ruggedized laptops and mobile computing devices.

· Experience supporting a highly remote workforce across multiple locations.

· Experience with PowerShell scripting and automation.

Certificates and Licenses

Preferred, but not required:

· ITIL Foundation

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this role, the employee is exposed to a normal office environment. The employee is regularly required to sit and use hands to finger, handle or feel. The employee is required to talk or hear. The employee

is required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close and peripheral vision.

Working Conditions

Professional office environment

Hours of Work

· Monday – Friday, typically 8:00am – 5:00pm, or 9:00am – 6:00pm

· 24/7 on-call rotation of 2-3 times per year, in one-week intervals

· After hours and/or weekend work may be required depending on incidents, changes, or projects

Travel Required

· Travel to the Parts Warehouse in Piqua, OH as needed to provide onsite Service Desk support and assistance based on business requirements.

Compensation Information:

The pay rate will depend on the successful candidate’s qualifications and prior experience.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. 

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. 

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.