Service Desk Analyst

Job Summary

Working remotely on a second shift schedule, the part-time Service Desk Level 1 Analyst will provide first-level technical support for desktop, laptop, printer, mobile device, software, and basic network issues while logging all service desk interactions and ensuring customer satisfaction.

Key responsibilities:

• Respond to incoming phone calls, emails, and chat messages requesting technical support
• Log all service desk interactions in the ticketing system and ensure timely resolution of requests
• Conduct follow-ups with customers to ensure satisfaction and escalate issues when necessary

Required qualifications:

• High school diploma or equivalent required; associate or bachelor's degree in computer science or related field preferred
• 1-2 years of experience in a technical support role, preferably in a service desk environment
• Relevant certifications (or pursuing): HDI Support Center Analyst (HDI SCA), ITIL Foundation, Microsoft 365 Certified: Fundamentals
• Proficiency with Microsoft Office, Windows operating systems, and basic network troubleshooting
• Knowledge of ITIL or similar frameworks is a plus