Service Desk Analyst

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Service Desk Analyst based in the United States.

The Service Desk Analyst will provide first-level technical support and customer service to users, helping resolve IT issues efficiently and professionally. In this fully remote, full-time role, you will serve as a key point of contact for associates and external users seeking technical assistance. You will troubleshoot hardware, software, access, and general technology-related questions through phone, email, and chat. The role requires strong problem-solving skills, attention to detail, and a customer-focused approach to every interaction. You will manage support tickets from initial request through resolution or escalation, ensuring accurate documentation and appropriate prioritization. This is an opportunity to contribute to a positive user experience while developing your technical knowledge in a collaborative service desk environment.

Accountabilities

• Provide general IT support and first-level technical assistance to end users.

• Respond to support requests through telephone, email, chat, and direct interactions, delivering professional and helpful customer service.

• Identify, diagnose, and troubleshoot technical issues involving passwords, laptops, desktops, tablets, printers, software applications, and other end-user technologies.

• Assist users with application-related questions, technical procedures, and general how-to inquiries.

• Follow established procedures and documented processes to resolve requests accurately and consistently.

• Escalate unresolved or more complex issues to the appropriate support level, providing clear documentation and relevant troubleshooting details.

• Record, categorize, document, track, and close support tickets in accordance with service desk standards.

• Assess the impact and urgency of reported issues and prioritize requests appropriately.

• Identify opportunities to improve support procedures and recommend process modifications.

• Promote a positive customer experience through timely responses, clear communication, and professional interactions.

• Work independently to meet daily performance targets and contribute to monthly team service metrics.

• Continuously develop knowledge of service desk procedures, products, tools, and services.

• Perform additional duties as assigned by the Team Lead or Service Delivery Leader.

Requirements:

• At least 6–12 months of experience in a service desk or technical support position.

• At least 6–12 months of professional customer service experience.

• High school diploma or GED.

• Availability to work weekdays from 7:00 a.m. to 3:30 p.m. Eastern Time.

• Strong troubleshooting, diagnostic, and technical documentation skills.

• Excellent customer service skills and a genuine commitment to helping users.

• Strong written and verbal communication abilities.

• Excellent attention to detail and organizational skills.

• Strong work ethic, accountability, and ability to work independently.

• Effective problem-solving skills and a solution-oriented mindset.

• Ability to manage repetitive computer-based tasks and remain seated or stationary for extended periods, with occasional movement as needed.

• Preferred: Associate degree in a related field.

Benefits:

• Hourly pay: $18 USD per hour. Final compensation may vary based on location, experience, education, and other relevant factors.

• Medical, dental, and vision insurance.

• Access to a 401(k) retirement savings account.

• Paid sick leave and/or other paid time off, as provided by applicable law.

• Fully remote work arrangement.

• Full-time employment.