Senior Service Desk Analyst
On-site · Cincinnati, Ohio, United States
Job Summary
Senior Service Desk Analyst providing first-line IT support via phone, email, and chat with deskside assistance as needed. Role emphasizes delivering excellent customer service, applying ITIL service transition and service quality principles, logging and categorizing incidents in Jira, initial diagnosis of hardware/software/network issues, basic troubleshooting, and escalating complex problems. Requires strong knowledge of Windows/macOS, Office 365, networking fundamentals, and experience with Confluence/SharePoint; familiarity with Jira Service Management and knowledge management is expected. Mentoring junior team members and contributing to knowledge bases to improve first-call resolution and incident handling are key responsibilities.
Required Qualifications
- High school diploma or equivalent
- 2+ years of experience mentoring and supporting service desk
- Experience with Jira Service Management or similar ITSM platforms
- Experience resolving issues such as network connectivity problems, hardware failures, and access issues
- Experience with Confluence, SharePoint, or other document sharing and wiki management systems
Desired Qualifications
- 2+ years of experience mentoring and supporting service desk
- Experience with Jira Service Management
- Experience with Confluence, SharePoint, or similar wiki/document management systems
- High school diploma or equivalent
- CompTIA A+
- ITIL Foundation
- Strong communication skills
- Knowledge management
- First call resolution
- Remote/desk-side support
- Windows 10/11
- macOS
- Office 365
- Networking fundamentals
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