Help Desk​/Service Desk

Job Title

Help Desk/Service Desk 3

Birmingham, AL

3+ Years

The Technology Service Desk Analyst serves as the primary point of contact for IT support, providing technical assistance and exceptional customer service to resolve incidents, fulfill service requests, and support business operations in a 24O7 environment. This role focuses on achieving first‑contact resolution, coordinating with cross‑functional IT teams, and ensuring accurate documentation of all support activities.

• Provide first‑level technical support for hardware, software, network, and access‑related issues.
• Troubleshoot, resolve, and escalate incidents as needed while maintaining ownership through resolution.
• Deliver excellent customer service via phone and other support channels.
• Collaborate with Infrastructure, Application Support, and Workplace Support teams to resolve complex issues.
• Document incidents, service requests, and resolutions in the IT service management system.
• Follow IT service management processes, security policies, and compliance requirements.

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• 1‑3 years of IT Service Desk or Technical Support experience.
• Knowledge of Windows, desktop hardware, LAN/WAN networking, telecommunications, and ITSM tools (e.g., Remedy).
• Strong troubleshooting, analytical, communication, and customer service skills.
• Ability to manage multiple priorities, work independently, and collaborate effectively in a fast‑paced environment.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.