Service Desk Analyst
The Service Desk Analyst at Confidential Client serves as the first point of contact for IT support requests, providing basic troubleshooting and high-quality customer service. This hybrid role involves handling incidents via multiple communication channels, documenting issues, escalating complex problems, and supporting end-user equipment setup to ensure efficient IT operations.
About Careertakes
👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, IT.
Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.
Position Summary
Confidential Client is hiring a Service Desk Analyst (Tier 1) to join their IT support team. This is a full-time, hybrid role (onsite part-time) based in Southeastern, PA. The Service Desk Analyst is the first point of contact for employees needing technical help and will handle incoming requests, perform basic troubleshooting, document incidents, and escalate when necessary.
Location & Schedule
Confidential Client supports a Hybrid work model: 3 days per week in-office in Southeastern, PA. (Specific office address is available to candidates during the hiring process.)
Compensation & Employment Type
- Full-time
- Salary: $60,000 - $70,000 per year
What You’ll Do / Responsibilities
- Answer incoming service requests via phone, chat, email, and ticketing system
- Provide employee-facing IT support via telephony, instant messaging, and limited deskside assistance
- Perform basic troubleshooting for common issues:
- Password resets and account unlocks
- VPN connectivity issues
- Printer and peripheral problems
- Basic hardware, software, and application support
- Accurately triage, categorize, and prioritize incidents and service requests per guidelines
- Follow documented scripts, runbooks, and knowledge articles to resolve known issues
- Document all requests, troubleshooting steps, and resolutions thoroughly and timely in the IT ticketing system
- Escalate incidents to Tier 2 or other support teams when appropriate
- Monitor systems and applications at a basic level and report alerts or anomalies
- Assist with configuration and setup of end-user equipment (laptops, monitors, docking stations, peripherals, VoIP phones) under guidance
- Support asset management by updating hardware and software inventory records
- Provide clear, professional communication to users regarding status updates and next steps
- Other duties as assigned
Required Experience & Education
- High School Diploma or GED
- 0–1 years experience in IT support, customer service, help desk, or technical support OR
- Equivalent combination of education, internships, lab work, or hands-on technical training
Preferred Experience & Education
- Associate’s or Bachelor’s degree in an IT-related field (Information Technology, Computer Science, MIS, or related)
- Previous experience in a service desk, help desk, or technical support environment
- Familiarity with IT ticketing systems (e.g., ManageEngine, Jira, Freshservice)
- Basic experience supporting Windows or macOS operating systems
- Experience with user accounts, passwords, and access management
- Exposure to ITIL concepts or structured support processes
Skills & Abilities
- Strong customer service and communication skills
- Ability to follow documented procedures, scripts, and knowledge articles
- Willingness to escalate appropriately and collaborate with higher-tier support
- Flexibility with schedule and availability as required by business needs
- Ability to multitask and work in a fast-paced support environment
- Basic technical troubleshooting and problem-solving skills
Physical Requirements
- Indoor office environment with moderate noise when onsite
- Intermittent physical effort: lifting up to 50 pounds, walking, stooping, kneeling, crouching, or crawling as needed
Benefits & Perks
- Multiple health plan options
- Company-paid employee premiums for disability and life insurance
- Parental leave policy
- 20 days PTO to start plus 10 paid holidays
- Tuition reimbursement
- 401(k) company contribution
- Company-paid short & long-term disability plus life insurance
- Professional development and continuous learning opportunities
- Opportunities to participate in diversity and inclusion initiatives
Reasonable Accommodations
Confidential Client will make reasonable accommodations for applicants and employees with disabilities, pregnancy-related needs, or religious observances when notified. If you need an accommodation to participate in the hiring process, please contact Human Resources.
Recruiting Agencies
Confidential Client will only accept applications from agencies or business partners invited to work on this specific role. Unsolicited candidates or resumes sent directly to hiring managers will be considered unsolicited and no fee will be payable.
Equal Opportunity & Hiring Transparency
Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.
If you have questions about how your data is used, please contact us directly.
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