Technical Service Desk Analyst

Job Summary

Providing first-contact technical support, the full-time Technical Service Desk Analyst I will assist users remotely by troubleshooting hardware, software, and connectivity issues while maintaining high-quality service in a fast-paced environment.

Key responsibilities

• Deliver first-contact technical support via phone, chat, and ticketing systems for IT issues related to user accounts and applications
• Utilize remote desktop tools to resolve technical problems efficiently without onsite intervention
• Document support interactions thoroughly and coordinate escalations to appropriate teams for unresolved issues

Required qualifications

• High school diploma/GED or equivalent working knowledge in a similar role
• Experience with desktop and mobile devices, as well as Microsoft Office O365 applications
• Ability to troubleshoot complex issues and communicate effectively with diverse audiences
• Strong organizational skills to manage high-volume ticket queues and follow up on incidents
• Willingness to work variable shifts and respond to pager notifications as needed