Help Desk​/SD Analyst

Provalusis seeking a Help Desk / Service Desk Analyst to serve as the first point of contact for end users experiencing technical issues, providing timely, friendly, and effective IT support. You will troubleshoot hardware, software, and connectivity issues, guide users through solutions step by step, and document every interaction accurately in the ticketing system.

This is a great starting point for someone who enjoys solving problems and helping people: you will work under regular guidance from senior teammates and leadership as you build your technical troubleshooting skills, learn the client's systems and tools, and grow your IT support career.

All positions are full-time with set schedules, professional training and development, and opportunities for career advancement. Take the next step in your career today!

Provalusis a 100% U.S.

-based company on a mission to create meaningful technology and customer experience careers in rural American communities where opportunities have traditionally been limited. Instead of sending work overseas,Provalusinvests in small towns—building local Centers of Excellence (including locations such as North Wilkesboro,NCand Tahlequah, OK) and developing talent from within those communities.

1. Real Career Path, Not Just a Job Provalushires people and actively develops them. Many team members start with customer support and advance into higher-level technical, quality, or leadership positions. On-the-job training is provided, and the company emphasizes skills growth and internal promotion.

2. Paid Training with No Experience Barrier Formal tech experience is notrequiredfor many entry-level roles.

Provalusinvests in training so you can learn systems, processes, and customer support skills while getting paid. This makes it an accessible starting point for people looking to build a long-term career in technology services.

3. Full-Time Stability and Benefits Positions are full-time with set schedules. Employees receive professional development support, opportunities for advancement, and a benefits package that includes COMPANY PAID HEALTHCARE.

4. Purpose-Driven Work in Your Community Provalusis built around revitalizing rural economies. Team members work for a company that deliberately chooses small-town locations and hires locally. For many employees, this means building a career close to home while contributing to the economic growth of their own community.

5. Supportive, Team-Oriented Environment. The culture emphasizes collaboration, mentoring newer team members, and continuous improvement. Employees are encouraged to share frontline insights that improve processes and customer experience.

6. Growing Company with Expanding Opportunities Provaluscontinues to open and expand sites across the U.S., creating more roles and advancement paths. As the company grows, high performers have increased opportunities to take on greater responsibility, move into specialized technical work, or step into leadership.

People who succeed here typically value clear structure, customer interaction, steady full-time work, and the chance to grow skills over time.

Strong communication, reliability, a calm approach under pressure, and a willingness to learn are more important than prior technical

Responsibilities include:

• Frontline Support:
  
  Serve as the first point of contact for end users experiencing technical issues via phone, email, chat, or ticketing system.

• Troubleshooting:
  
  Diagnose and resolve hardware, software, and connectivity issues across desktops, laptops, printers, mobile devices, and remote access tools (e.g., VPN).

• Account Support:
  
  Perform password resets, account unlocks, and basic user account provisioning and de-provisioning.

• Software Support:
  
  Install, configure, and update software and applications according to standard procedures.

• Ticket Management:
  
  Log, track, and update tickets accurately and thoroughly in the ITSM/ticketing system, following each issue through to resolution.

• SOP & KB Usage:
  
  Follow documented SOPs, runbooks, and knowledge base (KB) articles to resolve common issues consistently and…