Service Desk Analyst at Imagine360 in Wayne, PA, USA

Job description

• Imagine360 is seeking a Service Desk Analyst to join the team!  The Tier 1 Service Desk Analyst serves as the first point of contact for employees seeking IT assistance. This role focuses on answering incoming support requests, performing basic troubleshooting, documenting and categorizing incidents, and escalating issues when appropriate. The Tier 1 Analyst delivers high-quality customer service while following established procedures, scripts, and knowledge articles to resolve common technical issues efficiently.
• Position Location: Hybrid (3 days a week in office), 1550 Liberty Ridge Dr. Suite 330 Wayne, PA 19087

Responsibilities

• Answer incoming service requests via phone, chat, email, and ticketing system.
• Provide employee-facing IT support through telephony, instant messaging, and limited deskside assistance as required.
• 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 according to established guidelines.
• Follow documented scripts, runbooks, and knowledge articles to resolve known issues.
• Document all requests, troubleshooting steps, and resolutions thoroughly and in a timely manner using the IT ticketing system.
• Escalate incidents to Tier 2 or appropriate support teams when issues exceed Tier 1 scope or resolution timelines.
• Monitor systems and applications at a basic level and report alerts or anomalies according to procedures.
• Assist with configuration and setup of end-user equipment such as laptops, monitors, docking stations, peripherals, and VoIP phones under guidance.
• Support asset management activities by updating hardware and software inventory records.
• Provide clear, professional communication to users regarding status updates and next steps.
• Perform other duties as assigned.

Requirements

• High School Diploma or GED
• 0-1 years of experience in an IT support, customer service, help desk, or technical support role
• OR
• Equivalent combination of education, internships, lab work, or hands‑on technical training
• Strong customer service and communication skills
• Ability to follow documented procedures, scripts, and knowledge articles
• Willingness to escalate issues appropriately and collaborate with higher‑tier support
• Flexibility with work 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
• Associate's or Bachelor's Degree in an IT‑related field (Information Technology, Computer Science, MIS, or related discipline)
• Experience working in a service desk, help desk, or technical support environment
• Familiarity with an IT ticketing system (e.g., ManageEngine, Jira, Freshservice, etc.)
• Windows or macOS operating systems
• User accounts, passwords, and access management
• Exposure to ITIL concepts or structured support processes

Skills

Required

• Windows or macOS operating systems
• ITIL concepts

Benefits

• Multiple Health plan options
• Company paid employee premiums for disability and life insurance
• Parental Leave Policy
• 20 days PTO to start / 10 Paid Holidays
• Tuition reimbursement
• 401k Company contribution
• Company paid Short & Long term Disability plus Life Insurance
• Professional development initiatives / continuous learning opportunities
• Opportunities to participate in and support the company's diversity and inclusion initiatives
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