Service Desk Analyst (2nd shift)

Role overview Provide Level 1 technical support to users and vendors, helping resolve common hardware, software, account, and “how-to” issues. This is a full-time remote service desk role on a weekday second shift, with support delivered by phone, email, chat, and direct interaction.

Responsibilities - Receive support requests, diagnose technical issues, and guide users toward solutions. - Handle common requests such as password resets and remote troubleshooting for computers, tablets, printers, and applications. - Record, categorize, prioritize, document, and close tickets in line with established processes. - Escalate unresolved issues with clear notes and supporting details for the next support level. - Respond promptly and professionally, meeting individual performance goals and team service metrics. - Identify opportunities to improve procedures and keep knowledge of support processes and services current.

Requirements - High school diploma or GED. - Six to twelve months of service desk or technical support experience, and six to twelve months of professional customer service experience. - Availability to work weekdays from 11:30 a.m. to 8:00 p.m. Eastern Time. - Strong troubleshooting, problem-solving, written and verbal communication, and documentation skills. - Customer-focused approach, attention to detail, and reliable work habits.

Nice to have - An associate degree in a related field.

Benefits and work setup Remote, full-time schedule. Listed pay is $18 per hour. Benefits include medical, dental, and vision insurance, access to a 401(k), and applicable paid sick leave or other paid time off.