IT Service Desk Analyst I

Great Day Improvements - IT Service Desk Analyst I (Onsite 4 days per-week)

Company Overview

Since its founding 13 years ago, Great Day Improvements, LLC has grown rapidly toward its vision of becoming one of the largest home improvement companies in the U.S. Headquartered in Twinsburg, Ohio, Great Day Improvements is a $1.5 billion, vertically integrated, direct-to-consumer provider of premium home improvement products. 

The company’s family of brands includes Patio Enclosures®, Champion Windows and Home Exteriors®, Universal Windows Direct®, Apex Energy Solutions®, Stanek Windows®, Leafguard®, Englert®, and The Bath Authority. 

With an expanding workforce of over 4,800 employees across 130 metropolitan markets throughout the U.S., Great Day Improvements continues to rank among the top home improvement companies nationwide and is one of the fastest growing private companies in America. 

Summary

The IT Service Desk Analyst I serves as the first point of contact for all IT support requests, providing timely and accurate resolution of common technical issues while ensuring a high-quality user experience. This role is responsible for effective ticket intake, structured troubleshooting, and proper escalation, following defined processes and standards.

The IT Service Desk Analyst I plays a key role in maintaining Service Desk efficiency by resolving repeatable issues, documenting solutions, and contributing to a consistent and reliable support experience. Success in this role requires strong attention to detail, adherence to process, and a willingness to continuously build technical knowledge and troubleshooting capability.

Location: Englert Inc. – 1100 Randolph Rd, Somerset, NJ. 

Pay: Hourly, $26.50 per hour. 

Ticket Intake, Triage, and Ownership

• Serve as the primary point of contact for all IT support requests through the Service Desk.
• Accurately log, categorize, and prioritize incidents and service requests based on defined impact and urgency criteria.
• Take full ownership of assigned tickets from intake through resolution or escalation.
• Ensure all tickets include complete, structured documentation, including symptoms, troubleshooting performed, and resolution details.
• Maintain SLA compliance through timely updates, follow-ups, and resolution management.
• Identify and flag tickets that are aging or at risk of SLA breach.

Incident Resolution & Troubleshooting

• Perform first-level troubleshooting across hardware, software, account access, email, and basic network issues.
• Resolve repeatable and well-documented issues using established procedures and knowledge articles.
• Apply logical troubleshooting methods to isolate root causes rather than relying on trial-and-error fixes.
• Recognize patterns in recurring issues and elevate for further investigation when appropriate.
• Ensure resolution quality by validating outcomes with the end user before ticket closure.

Escalation & Cross-Team Coordination

• Escalate complex or unresolved issues to Tier 2 with complete and actionable documentation.
• Clearly articulate the problem statement, business impact, and troubleshooting steps already performed.
• Track escalated tickets and remain engaged until resolution is confirmed.

Knowledge Management & Documentation

• Actively use the knowledge base as the first point of reference for issue resolution.
• Identify gaps, outdated content, or inaccuracies in knowledge articles.
• Create and update knowledge base articles based on resolved issues and new processes.
• Contribute to reducing tribal knowledge by documenting repeatable solutions and procedures.
• Follow standardized formats for knowledge articles to ensure consistency and usability.

Root Cause Identification & Continuous Improvement

• Participate in identifying root causes for recurring incidents and service disruptions.
• Provide input into process improvements based on frontline support experience.
• Assist in reducing ticket volume through improved documentation, automation, or process changes.

Hardware Provisioning, Deprovisioning & Asset Handling

• Prepare and provision end-user hardware, including laptops, peripherals, and mobile devices.
• Configure devices according to standard builds, security policies, and user requirements.
• Execute onboarding and offboarding tasks, including device setup, access provisioning, and equipment recovery.
• Ensure proper asset tracking, tagging, and updates within the asset management system.
• Perform device reimaging, sanitation, and redeployment in alignment with company standards.

User Account & Access Management

• Perform user account administration tasks, including password resets, account unlocks, and basic access provisioning.
• Follow defined access control procedures and approval workflows.
• Ensure accuracy and timeliness in onboarding and offboarding access changes.
• Escalate access requests that fall outside standard procedures or require additional validation.

Customer Experience & Communication

• Provide clear, professional, and concise communication to end users throughout the ticket lifecycle.
• Set expectations on resolution timelines and next steps.
• Ensure users feel supported and informed, even when issues require escalation.
• Handle high-volume or high-pressure situations while maintaining service quality.

Process Adherence & Operational Discipline

• Follow ITIL-aligned incident, request, and escalation processes.
• Adhere to defined Service Desk standards for ticket quality, documentation, and communication.
• Maintain consistency in execution to support auditability and process-driven operations.
• Participate in training and continuous learning to improve technical and process knowledge.

Service Desk Contribution to Standardization

• Support the transition from informal knowledge to structured, repeatable processes.
• Reinforce the use of the Service Desk as the single intake channel for all IT requests.
• Identify opportunities to standardize request types, workflows, and responses.

Required Qualifications

• Experience providing technical support in a Service Desk environment.
• Understanding of Windows operating systems and common business applications.
• Experience supporting end-user devices in a Microsoft-centric environment
• Knowledge of hardware, peripherals, and mobile devices.
• Experience using ticketing systems and remote support tools.
• Strong verbal and written communication skills.

Preferred Qualifications

• CompTIA A+ or ITF+
• Prior experience with ticketing systems
• Exposure to ITIL-based processes
• Associate or Bachelor’s degree in Information Technology or related field, or equivalent experience.
• 1–3 years of experience in IT support, Service Desk, or technical customer service roles.

Competencies

• Foundational Troubleshooting: Ability to diagnose and resolve common hardware, software, and account-related issues using standard procedures and knowledge articles.
• Process Adherence: Consistently follows defined workflows, escalation paths, and Service Desk standards.
• Ticket Accuracy & Documentation: Accurately logs, categorizes, and documents tickets with clear and complete information.
• Prioritization & Time Management: Effectively manages multiple tickets while meeting SLA expectations.
• Customer Communication: Communicates clearly and professionally with end users, setting expectations and providing updates.
• Escalation Judgment: Recognizes when issues require escalation and provides complete, actionable information to Tier II.
• Attention to Detail: Ensures accuracy in ticket handling, user requests, and device or account changes.
• Learning Agility: Demonstrates willingness and ability to learn new tools, technologies, and processes.
• Team Collaboration: Works effectively within the Service Desk team to ensure consistent support delivery.
• Knowledge Utilization: Uses and contributes to knowledge base content to support consistent issue resolution.

Success Measures

• First Contact Resolution: Achieves target rates for resolving issues at first contact using standard procedures and knowledge resources.
• SLA Compliance: Meets defined SLA targets for response time, updates, and resolution of assigned tickets.
• Ticket Quality & Accuracy: Maintains accurate ticket categorization, clear documentation, and minimal need for rework or correction.
• Escalation Quality: Escalates issues appropriately with complete documentation, resulting in minimal back-and-forth or rework.
• Backlog Management: Maintains manageable ticket volume with limited aging or overdue tickets.
• Customer Experience: Achieves positive end-user satisfaction through clear communication and effective issue handling.
• Knowledge Base Contribution: Contributes to knowledge articles that improve consistency and reduce repeat questions.
• Process Compliance: Demonstrates consistent adherence to Service Desk processes, standards, and documentation requirements.
• Skill Development: Shows measurable improvement in troubleshooting capability, technical knowledge, and ticket handling over time.

GDI is an Equal Employment Opportunity Employer

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