Remote IT Service Desk Analyst

About the Role

We are seeking a technically proficient and customer-oriented Service Desk Analyst to join a dynamic support team catering to end users across various service domains. This position is well suited for individuals with prior experience in IT support or Service Desk roles who take pleasure in diagnosing technical problems, assisting users, and operating within a structured support framework.

Key Responsibilities

• Act as the primary point of contact for customer issues, providing effective first-level resolutions.
• Escalate unresolved problems appropriately to higher-level support teams.
• Manage and redirect incidents to the proper teams or resources.
• Maintain accurate records of customer interactions and generate activity reports.
• Guide customers through troubleshooting procedures patiently and clearly.
• Follow up to ensure issues are fully resolved and provide timely feedback.
• Deliver exceptional customer service that exceeds expectations.
• Ensure thorough documentation and proper closure of support tickets.
• Suggest improvements to service procedures and processes.
• Continuously enhance knowledge of Service Desk operations, products, and services.

Work Schedule and Availability

Candidates must demonstrate full flexibility to support the following hours, including rotating shifts, weekends, and holidays:

• Monday to Friday: 7:00 AM - 7:30 PM CST
• Saturday: 6:00 AM - 6:30 PM CST
• Sunday: 6:00 AM - 5:30 PM CST

Compensation

• Rate: $6.50 USD per hour
• Payment: Weekly, in arrears
• Employment Type: Independent contractor

Technical Requirements (Mandatory)

• Reliable wired fiber Ethernet internet connection (Wi-Fi only connections will not be accepted).
• Backup power solution such as UPS or inverter.
• Professional headset with microphone.
• Dual monitor setup is preferred to support productivity and workflow.

Selection Process

The selection includes multiple stages to ensure the best fit:

• Resume evaluation and prescreen questionnaire.
• One-way video interview.
• Live screening interview via Teams.
• Final client interview via Teams.

Applicants must complete both the prescreen questionnaire and one-way video interview to be considered. All resumes are to be submitted in English.

Required Experience and Qualifications

• High school diploma or GED equivalent in Science, Information Technology, or comparable professional IT/Desktop Support experience.
• At least 2 years of experience in End User Services roles.
• Ability to remain calm and customer-focused during technical problem resolution.
• Capability to prioritize tasks and multitask effectively in a fast-paced setting.
• Competence in working collaboratively within a team.
• Willingness to work flexible schedules inclusive of weekends and holidays.
• Fluent English communication skills, both written and verbal.
• Basic knowledge of hardware, software, and user administration/provisioning.
• Fundamental troubleshooting and problem-solving abilities.
• Experience managing Windows and iOS operating systems.
• Familiarity with common infrastructure tools and technologies such as Meraki, O365, Azure AD, Workspace One, and Bomgar.
• Experience using Service Desk software, particularly ServiceNow.
• Understanding of ITIL frameworks and service management principles.
• Strong verbal and written communication skills to liaise effectively with technical teams, business partners, and users.
• Ability to coordinate and prioritize multiple assignments while attending to detail and maintaining quality standards.

Preferred Experience

• Previous exposure to help desk or customer support environments.
• Experience handling computer networks and internet-related software.