IT SERVICE DESK ANALYST

Technology Solutions

Position Location: York, PA

Hours: Full-Time | 8:00 AM – 5:00 PM

Scope: The IT Service Desk Analyst serves as the first point of contact for internal users requiring technical support. This position is responsible for triaging incoming support requests, gathering complete information, resolving routine issues, and escalating complex tickets to the appropriate technical teams. The IT Service Desk Analyst ensures excellent customer service through effective communication, accurate documentation, and timely follow-up. The role also contributes to creating and maintaining knowledge base articles and user documentation to improve IT support efficiency and end-user experience.

Essential Functions

This position exists to perform the essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Serve as the initial point of contact for internal users IT support issues and requests.
2. Triage, prioritize, and assign incoming support requests; gather detailed information to ensure accurate escalation and resolution.
3. Provide courteous, timely responses to all service requests in alignment with established service level agreements.
4. Troubleshoot and resolve standard hardware, software, and peripheral issues; escalate unresolved or advanced incidents appropriately.
5. Document all incidents, actions, and resolutions in the ticketing system with clarity and completeness.
6. Create and maintain knowledge base articles and end-user documentation to support self-service and consistent IT support.
7. Support PC hardware and peripherals, including desktops, laptops, displays, printers, and related equipment.
8. Participate in staff meetings, training, and continuous improvement initiatives.
9. Ensure compliance with company policies, procedures, and SOC 2 controls within scope of responsibility.
10. Adhere to and promote all safety policies and procedures including, but not limited to, the proper handling of hazardous waste, lockout/tagout rules, and hearing and eye protection policies.
11. Perform other duties as assigned by management representatives within the scope of responsibility and the requirements of the job.

Education:

• Associates degree in Information Technology or related field preferred
• A high school diploma/or GED equivalency, required.
• Two years of experience in IT-related role preferred.

Skills & Experience:

• Excellent customer service and relationship-building skills required.
• Ability to maintain a fast pace and work with a sense of urgency.
• Ability to triage, document, and escalate support tickets effectively.
• Working knowledge of multiple operating systems and end-user applications.
• Experience with IT service management (ITSM) or help desk ticketing systems.
• Proficiency with Microsoft Office and Windows; familiarity with macOS preferred.
• Ability to create and maintain end-user documentation and knowledge base content.
• Strong organizational, time management, and multitasking skills.
• Valid driver’s license, clean driving record, and reliable transportation required.
• Flexible collaborator who learns quickly and can work both independently and collaboratively within a team.
• Outstanding prioritization and time-management skills, a proven ability to multi-task, and works well under pressure.
• Prior experience in support of PC hardware including but not limited to desktops, laptops, displays, printers, projectors, and peripherals.

Physical Requirements:

Physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.

• Able to interpret information effectively, listen, speak clearly, and communicate effectively.
• Able to ascend and descend stairs and/or ladder, bend, stoop, twist, reach, push, pull, lift, lower, and grasp, regularly.
• Able to frequently lift 20 pounds and occasionally lift 70 pounds.
• Able to maintain good attendance.
• Constantly operates a computer/laptop and other office productivity machinery.
• Works for extended periods on a computer.
• Must have a valid driver’s license.
• This position will be exposed to hazards within the manufacturing environment, including but not limited to hazardous chemicals, loud noises, and manufacturing equipment.
• The environment is not exposed to extreme changes in temperatures or weather conditions.
• Temperatures may vary between work areas.
• The environment is regulated via systems.
• Noise level moderate to loud in operations area.
• Additional hours of work as dictated by the needs of the business.

To apply, submit your resume to [email protected].

Notice to All Applicants: This posting is not intended to provide an all-inclusive list of duties, rather to provide an overview of essential functions and basic duties. Requirements, skills, and abilities included, have been determined to be the minimal standards required to successfully perform in the position. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Employment with The YGS Group is at-will. The employment process with The YGS Group includes a pre-employment background check and post-offer physical and drug screen. The YGS Group is an Equal Opportunity Employer and Drug-Free Workplace.