Help Desk Analyst

Job Summary

As the primary customer interface for Tier 1 support, the full-time remote Help Desk Analyst will manage the SWAT-Help mailbox, triage and resolve incoming requests, and maintain helpdesk documentation while delivering structured reporting on incident trends to stakeholders.

Key responsibilities

• Deliver responsive Tier 1 support by managing the SWAT-Help mailbox and resolving issues at first contact
• Maintain clear escalation paths and documented triage workflows to meet or exceed all SLAs
• Own and optimize helpdesk Standard Operating Procedures, user guides, and reference libraries in collaboration with the project team

Required qualifications

• Bachelor's degree in Computer Science, Information Technology, Cybersecurity, or a related field
• Proficiency in diagnosing software and application errors, operating systems (Windows, Linux), and basic network connectivity
• Experience with incident management platforms like ServiceNow or Jira
• Understanding of SQL, API basics, HTML/CSS, or coding languages such as Java
• Certifications such as CompTIA A+ or HDI Customer Service Representative (CSR) are highly valued