Service Desk Support Analyst

Job Summary

To provide timely IT phone-based user support, the remote Contract Service Desk Support Analyst will manage incidents and service requests, ensuring high-quality end-user experiences while adhering to real-time service objectives.

Key responsibilities

• Respond to incidents and service requests within defined real-time service objectives (RSOs)
• Document troubleshooting steps, resolutions, and maintain knowledge base accuracy
• Escalate issues appropriately and provide knowledge transfer to users and technical staff

Required qualifications

• High school diploma with 4 years of experience in Technical Support roles, or an Associate's degree with 2 years of experience, or a Bachelor's degree with 4 years of experience
• Knowledge of computer hardware, software, and mobile device components
• Experience with Windows, macOS, and mobile operating systems, including configuration and troubleshooting
• Familiarity with networking fundamentals such as TCP/IP, DNS, DHCP, and VPN
• Understanding of ITIL best practices for incident and asset management