Service Desk Analyst

Job Description Service Delivery & Incident Management

• Serve as the primary point of contact for IT support across phone, email, ticketing system, walk-up, and deskside channels
• Log, categorize, prioritize, and document tickets with clear and actionable information
• Diagnose and resolve incidents and service requests in alignment with defined SLAs
• Determine impact, urgency, and priority for incoming requests
• Escalate issues to Tier 2 or specialized teams when necessary, ensuring proper documentation and handoff

• Troubleshoot issues across laptops, desktops, mobile devices, and telephony tools
• Provide support for Microsoft 365 applications (Teams, Outlook, One Drive, Office suite)
• Assist with password resets, MFA issues, account unlocks, and access-related requests
• Support hardware setup and troubleshooting (docking stations, monitors, peripherals)
• Provide remote support using enterprise-approved tools
• Troubleshoot internal/custom applications and escalates appropriately

• Use independent judgment to determine resolution vs escalation path
• Act as an escalation support resource for peers when needed
• Collaborate with teammates and senior analysts on complex or high-impact issues

• Identify recurring issues and trends through ticket analysis
• Contribute to knowledge base articles, SOPs, and user documentation
• Provide feedback on process improvements and tooling gaps to leadership

• Manage personal ticket queue and workload to meet SLA targets
• Participate in rotating 24x7 coverage, including off‑hours as needed
• Maintain professionalism and high‑quality customer communication in all interactions

pay: 20-23/hr

• 1–3 years of experience in IT service desk, deskside support, or technical support environment
• Experience independently troubleshooting and resolving incidents within SLA‑driven environments
• Hands‑on experience supporting:
  • Windows, macOS, and iOS operating systems
  • Microsoft 365 (Teams, Outlook, One Drive, Office Suite)
• Experience working within ITSM tools (Service Now, Jira Service Management, etc.)
• Strong understanding of ticket triage, prioritization (impact/urgency), and escalation processes
• Ability to support both web‑based and on‑premise applications
• Familiarity with ITIL concepts and service management best practices
• Strong communication, customer service, and problem‑solving skills
• Ability to follow established procedures while applying judgment in non‑standard situations
• Proven ability to manage workload and meet SLA commitments
• CompTIA A+, Network+, or similar certifications
• Microsoft or Cisco certifications
• Foundational knowledge of:
  • Networking (DNS, protocols, routing)
  • Identity and access management tools
  • ITIL/ITSM frameworks
• Experience supporting custom/internal applications
• Experience in a 24x7, high‑volume, or global enterprise service desk environment
• Experience supporting a highly distributed or remote workforce

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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