Service Desk Analyst I

Role overview Provide first-line IT support to employees, serving as their initial contact for questions, service requests, and technical incidents. The work spans endpoint devices, business applications, and locally installed software, with responsibility for documenting cases and coordinating resolution with other IT teams.

Responsibilities - Respond to support requests submitted by phone, email, chat, or self-service channels, and fulfill service requests. - Diagnose common hardware, application, and software issues; research unfamiliar problems using available documentation and team expertise. - Record requests, troubleshooting steps, and outcomes in a ticketing system, and route or escalate cases when needed. - Track escalated incidents through resolution and keep users, teammates, and managers informed of progress. - Contribute to better support practices by improving call handling, case documentation, and the end-user experience.

Requirements - High school diploma or GED. - At least one year in service desk, help desk, desktop support, or customer support; IT support experience is preferred. - Experience troubleshooting modern endpoint hardware and software. - Familiarity with a ticketing system for logging, categorizing, routing, and documenting work. - Ability to explain technical steps clearly to people without a technical background. - Must live in Georgia. The position is not eligible for work visa sponsorship.

Benefits and work setup This is a remote role limited to candidates residing in Georgia. Eligible employees may choose from medical, dental, and vision coverage; health and dependent care accounts; disability and life insurance; an employee assistance program; discounts; retirement savings with an employer match; an employee stock purchase plan; and paid time off.