IT Service Desk Analyst

Job Summary

Providing essential technical support, the full-time remote IT Service Desk Analyst will manage customer inquiries, troubleshoot issues, and facilitate solutions for various IT-related problems while ensuring a high level of customer satisfaction.

Key responsibilities

• Serve as the first point of contact for technical assistance via phone or email
• Perform remote troubleshooting and guide customers through problem-solving processes
• Document issues and resolutions while maintaining communication with customers regarding their status

Required qualifications

• Associate degree in Information Technology or equivalent work experience
• Knowledge of TCP/IP, DNS, WINS, DHCP, and MS Active Directory
• Familiarity with network cabling standards and office automation products
• Experience with ITIL and ITSM concepts
• Ability to maintain confidentiality while working with sensitive data