• Job Description

  Req#: 4718

  IT Service Desk Analyst

  Cincinnati, OH, USA Req #4718

  Tuesday, July 15, 2025

  *This position offers an in office work arrangement with a requirement to be local in the Cincinnati region. Applicants who cannot commute to the office should refrain from applying.*

  Job Summary

  The IT Service Desk Analyst provides the first point of contact technical assistance, support, and advice to Company technology users. In addition to being the first point of contact, the IT Service Desk Analyst also functions as a Deskside Analyst that performs escalated hardware and software troubleshooting that is not resolved via Level I activities. They also work with the company’s IT vendors on warranty equipment repairs.

  Essential Job Functions *

  • Provides IT Service Desk support and resolves problems to the end user’s satisfaction
  • Monitors and responds quickly and effectively to requests received through the IT Service Portal
  • Monitors the queue and processes tickets first-in first-out based on priority ‘
  • Provides technical support for hardware, software, and systems
  • Modifies configurations, utilities, software default settings, etc. for the local workstation
  • Manages PC setup and deployment for new employees using standard hardware, images and software
  • Assigns users and computers to proper groups in Active Directory

  * This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

  Employees are expected and encouraged to participate in safety and health program activities including immediately reporting hazards, immediately reporting unsafe work practices and incidents to supervisors, wearing required personal protective equipment, and participating in and supporting safety committee activities.

  Education & Experience

  • Bachelor's Degree in information systems or combination of education and equivalent experience required.
  • Minimum 2 years in the information systems industry preferably in the IT Service Desk and Deskside Support areas

  Competencies – Knowledge, Skills, and Abilities

  • ITIL Foundation Certified preferred
  • HDI Service Desk Analyst Certified preferred
  • Meets performance expectations.
  • Effectively complete tasks associated with role.
  • Utilizes the resources available to them.
  • Prioritizes work to deliver objectives on time, and to the highest standard.
  • Follows direction and seeks clarification when required.
  • Accurately interprets the elements of a project plan.
  • Brings forward any obstacles, or challenges to work completion in a timely manner

  Operational Equipment

  • Computer

  Work Environment and Physical Demands

  Work Environment Office: Office setting. Seldom exposed to fumes or airborne particles. Loud working environment of the shop area. Functional vision and hearing required. Physical Demands Office: Sedentary.

  The Hillman Group is an Equal Employment Opportunity and Affirmative Action Employer and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, protected veteran or military status, genetic information, citizenship status, sexual orientation, gender identity, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

  Other details

  • Job Family Information Technology
  • Job Function IT: IT Service Desk
  • Pay Type Hourly

  Apply Now

• About the company

  Welcome to Hillman, Founded in 1964 and headquartered in Cincinnati, Ohio, The Hillman Group is a leading North American provider of complete hardware solutions. Delivering simple solutions in a complex world to 26,000 customers including Lowe’s, Home Depot, Tractor Supply, Ace Hardware, True Value, Do-It-Best, Walmart and many more.

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