Service Desk Analyst

Role overview Handle first-line IT support requests for users in a full-time remote service desk role. The analyst helps resolve common technical issues through phone, email, and chat, and ensures that requests are accurately documented or passed to the right support team.

Responsibilities - Provide general end-user IT support and respond to users with clear, professional customer service. - Troubleshoot routine hardware issues involving laptops, tablets, desktops, and printers, as well as software questions and password resets. - Use documented procedures to diagnose issues and guide users through appropriate solutions. - Record, categorize, prioritize, document, and close support tickets accurately. - Escalate issues that cannot be resolved at first level, including the troubleshooting details needed for follow-up. - Track individual and team service goals, keep knowledge of support procedures current, and recommend process improvements.

Requirements - Six to twelve months of experience in a service desk or technical support role. - Six to twelve months of professional customer service experience. - High school diploma or equivalent. - Strong troubleshooting, written and verbal communication, and documentation skills. - Attention to detail, problem-solving ability, and a reliable, service-oriented approach. - Availability to work weekdays from 7:00 a.m. to 3:30 p.m. Eastern Time.

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

Benefits and work setup - Full-time remote role involving extended computer use and primarily seated work. - Listed pay is $18 per hour. Benefits include medical, dental, and vision insurance, access to a 401(k), and paid leave where applicable.