Desktop Support Analyst

Job Summary

As a full-time Desktop Remote Analyst, the successful candidate will manage incoming service requests, coordinate technician workloads, and ensure timely, high-quality support while working remotely.

Key responsibilities

• Monitor ticket queues and assign incidents based on priority, workload, and SLA requirements
• Coordinate with internal support teams to route out-of-scope requests and track high-priority incidents for timely resolution
• Prepare daily incident status reports and perform quality assurance reviews to maintain ticket accuracy and compliance

Required qualifications

• 1-2 years of experience in the IT field, preferably in enterprise or government IT service delivery environments
• Experience with enterprise ticketing platforms such as ServiceNow or similar ITSM tools
• Familiarity with ITIL principles and incident management best practices
• Strong organizational skills with the ability to prioritize multiple tasks in a fast-paced environment
• High School Diploma or equivalent required