Service Desk Analyst

Job Summary

Working remotely on a second shift schedule, the Service Desk Level 1 Analyst will respond to technical support requests via phone, email, and chat while providing first-level support for various devices and software issues.

Key responsibilities

• Respond to and log service desk interactions in the ticketing system
• Provide first-level support for desktop, laptop, printer, mobile device, software, and basic network issues
• Ensure timely resolution of service desk requests and follow up with customers to ensure satisfaction

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