Service Desk Analyst

Role overview This remote, full-time position delivers Level 1 IT support to end users across a global services organization. The analyst combines customer service skills with hands-on troubleshooting to resolve issues via phone, email, and chat during an early morning weekday shift.

Responsibilities - Provide general IT end-user support and first-level troubleshooting across hardware, software, and access issues - Reset passwords, diagnose problems with laptops, desktops, tablets, printers, and proprietary applications, and answer procedural how-to questions - Document, categorize, and close tickets while escalating unresolved cases with strong supporting details - Prioritize tickets based on impact and urgency and recommend process improvements - Maintain a working knowledge of service desk procedures, products, and services to grow with the role

Requirements - Minimum six to twelve months of experience in a service desk or technical support role - Minimum six to twelve months of customer service experience in a professional environment - High school diploma or GED - Availability to work weekdays from 5:00am to 1:30am EST - Strong troubleshooting, documentation, written, and oral communication skills

Nice to have - Associate degree in a related field

Benefits and work setup - Remote, full-time - Hourly pay of $18.00 - Medical, dental, and vision insurance plus 401(k) retirement plan access - Paid sick leave and other paid time off per applicable law