Service Desk Analyst

Job Summary

This role is for a technically capable and service-oriented Service Desk Analyst who can deliver first-line IT assistance in a fully remote setting. The position focuses on diagnosing issues, handling support requests, and closing incidents quickly while keeping service standards and user satisfaction high.

Key Responsibilities

• Serve as the initial contact for IT support requests received through phone, email, chat, or ticketing tools.
• Record, categorize, and work through incidents and service requests while staying within SLA targets.
• Investigate problems related to hardware, software, networks, and user access.
• Carry out account setup, password changes, and software deployment tasks.
• Hand off unresolved or more advanced issues to the appropriate support team.
• Keep detailed and accurate notes on incidents, solutions, and user communications.
• Track repeat problems and suggest process or system improvements.
• Assist with system updates, patch deployment, and routine maintenance work.
• Prepare and revise knowledge articles and end-user documentation.
• Work in line with IT policies, security requirements, and service procedures.

Requirements

• An associate degree or bachelor’s degree in Information Technology, Computer Science, or a related discipline is preferred; equivalent experience may also be considered.
• Between 1 and 4 years of experience in IT support, service desk, or technical support functions.
• Solid working knowledge of Windows, macOS, Linux, networking basics, and troubleshooting methods.
• Hands-on experience with ticketing platforms such as ServiceNow, Jira Service Management, Zendesk, Freshdesk, or similar tools.
• Comfort using remote desktop support software.
• Basic familiarity with Microsoft 365, Google Workspace, VPNs, and cloud-based environments.
• Strong analytical thinking and problem-solving ability.
• Excellent verbal and written communication, along with strong customer service skills.
• Ability to work effectively without close supervision in a remote setup.
• Preferred background includes ITIL, CompTIA A+, Network+, Microsoft certifications, or similar credentials.
• Experience supporting enterprise applications or SaaS products is an advantage.
• Basic awareness of cybersecurity best practices is preferred.
• Exposure to cloud services such as AWS, Azure, or Google Cloud is helpful.
• Experience in 24/7 or shift-based support environments is an added plus.

Additional Information

This is a fully remote, full-time position based in the United States. No stipend or salary amount was specified in the source. No vacancy count, start date, or application deadline was provided.