Service Desk Analyst

Accountabilities: Provide general IT support and first-level technical assistance to end users. Respond to support requests through telephone, email, chat, and direct interactions, delivering professional and helpful customer service. Identify, diagnose, and troubleshoot technical issues involving passwords, laptops, desktops, tablets, printers, software applications, and other end-user technologies. Assist users with application-related questions, technical procedures, and general how-to inquiries. Follow established procedures and documented processes to resolve requests accurately and consistently. Escalate unresolved or more complex issues to the appropriate support level, providing clear documentation and relevant troubleshooting details. Record, categorize, document, track, and close support tickets in accordance with service desk standards. Assess the impact and urgency of reported issues and prioritize requests appropriately. Identify opportunities to improve support procedures and recommend process modifications. Promote a positive customer experience through timely responses, clear communication, and professional interactions. Work independently to meet daily performance targets and contribute to monthly team service metrics. Continuously develop knowledge of service desk procedures, products, tools, and services. Perform additional duties as assigned by the Team Lead or Service Delivery Leader. Requirements: At least 6–12 months of experience in a service desk or technical support position. At least 6–12 months of professional customer service experience. High school diploma or GED. Availability to work weekdays from 7:00 a.m. to 3:30 p.m. Eastern Time. Strong troubleshooting, diagnostic, and technical documentation skills. Excellent customer service skills and a genuine commitment to helping users. Strong written and verbal communication abilities. Excellent attention to detail and organizational skills. Strong work ethic, accountability, and ability to work independently. Effective problem-solving skills and a solution-oriented mindset. Ability to manage repetitive computer-based tasks and remain seated or stationary for extended periods, with occasional movement as needed. Preferred: Associate degree in a related field. Benefits: Hourly pay: $18 USD per hour. Final compensation may vary based on location, experience, education, and other relevant factors. Medical, dental, and vision insurance. Access to a 401(k) retirement savings account. Paid sick leave and/or other paid time off, as provided by applicable law. Fully remote work arrangement. Full-time employment.