Associate Service Desk Analyst
PTC is a global company leading the transformation of the physical and digital worlds through software. The Associate Service Desk Analyst provides frontline technical support, triaging and resolving user issues while maintaining system monitoring and knowledge base documentation.
Responsibilities
- Act as the first point of contact for users via phone, live chat, and IT ticketing. Triage, route, and resolve Level 1 technical issues related to hardware, software, access, mobile devices, and business applications. Maintain accurate documentation and timely updates on all tickets
- Monitor the service desk ticket queue continuously to ensure timely response and resolution. Identify and escalate incidents following established procedures. Track incident status and maintain clear communication with users throughout issue resolution
- Monitor system alerts for critical (Sub1, Sub2, Sub3) applications and infrastructure. Notify and engage appropriate teams when outages or high-severity incidents occur. Support restoration efforts by coordinating communication with internal technical teams
- Create, update, and maintain knowledge base articles. Ensure documentation is accurate, clear, and helps reduce incoming ticket volume. Support self-service initiatives for end users
- Assist with the integration of AI-driven tools into service desk workflows. Use Nexthink to support proactive endpoint monitoring, performance insights, and early detection of user-impacting issues. Provide recommendations for improving automation and AI-augmented support processes
- Perform daily operational checks and maintain operational readiness. Follow ITIL best practices for incident, request, and knowledge management. Provide exceptional customer service with professionalism, accuracy, and a user-centric approach
Skills
- Associate's degree in Computer Science, IT, or related field
- 1–3 years of experience in a help desk, service desk, or technical support environment
- Strong verbal and written communication skills
- Ability to work onsite daily during training, then transition to hybrid
- Solid troubleshooting skills with Windows OS, hardware, and standard enterprise applications
- Experience with Nexthink or similar endpoint analytics/monitoring tools
- Familiarity with AI-based or automated support tools
- Knowledge of ITIL concepts or ITIL certification/training
- Salesforce application support experience
- Strong understanding of PC hardware/software and common enterprise support issues
- Ability to multitask, remain calm under pressure, and provide excellent customer service
Benefits
- Performance-based bonus
- Employee share purchase program (ESPP)
- Medical, dental and vision insurance
- Paid time off and sick leave
- Tuition reimbursement
- 401(k) contributions and employer match
- Flexible spending accounts
- Life insurance
- Disability coverage
- Generous commuter subsidy
Company Overview
Company H1B Sponsorship