Service Desk Analyst

JOB SUMMARY

The Service Desk Analyst 2 will model the Netrio mission, vision, and values each day, functioning as a guide for daily accountabilities and responsibilities. This role is accountable for creating, updating and resolving technical service requests from customers with speed and precision. It is on the front line for reactive client requests, handling them with a high level of accuracy and customer satisfaction.

• Answer calls and tickets submitted from clients through our various communication channels, including via phone and email.
• Provide initial support for all calls and tickets received. If the issue requires additional support that the Service Desk is unable to provide, it is their duty to elevate the problem accordingly.
• Collaborate with team members and elevate issues appropriately.
• Update/create tickets detailing any troubleshooting steps taken to ensure the problem can be picked up and put down by other team members if necessary.
• Follow up on older tickets to ensure problems are fully resolved and that the customer is satisfied with the outcome.
• Document client‑specific information as needed to enable secure but easy access for future related issues.
• Intake of packages and deliveries received at the office. Enter the information for each delivery into Connect Wise under the relevant client and mark that package for pickup by the engineer.
• May also support the Project Team or Network Engineers in the initial preparation of new client equipment, especially new workstations, when needed.

Customer Focus

• Provide clear communication and resolution regarding service requests to ensure customer satisfaction.
• Work effectively with peers and technical teams to ensure smooth workflow and issue resolution.
• Identify gaps in documentation and processes to enhance efficiency and service delivery.

Attention to Detail

• Accurately manage and document service requests, ensuring proper tracking and resolution.

Time Management

• Efficiently manage multiple service requests while ensuring timely resolutions and meeting performance metrics.

• Associate’s or Technical degree in Computer Engineering or equivalent work experience.
• 1–2 years of experience in IT Support, including knowledge of networking basics, Windows desktop environments, Windows OS, and Office 365.
• Experience in a customer service environment.
• Ability to use deductive reasoning to troubleshoot problems and resolve the issues using IT knowledge.
• Ability to learn and track down information needed to resolve new problems as they occur.
• Strong written and verbal communication skills.
• Time management skills and the ability to prioritize multiple concurrent issues.
• The ability to work independently but also be a team player.
• Thriving in a fast‑paced environment and performing well under pressure.
• Being a fast learner, who can keep up with changing trends in a rapidly evolving industry.

Netrio offers a hybrid work environment, prioritizing work‑life balance, continuous learning, and a supportive team culture. We invest in our people by providing comprehensive benefits, including:

• Competitive salary and bonus structure.
• Wellness programs and professional development opportunities.

The above statements reflect the general details necessary to describe the principal functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.

In addition to compensation benefits, Netrio offers a variety of health and welfare benefits, based on eligibility, including medical and dental insurance, term life insurance, wellness programs, career development, and enrollment in our company 401(k) plan with company match.

At Netrio, our people are at the heart of everything we do. Guided by our core values—Empathy, Partnership, Integrity, Accountability, and Innovation—we foster a culture where collaboration and trust drive real impact. We believe in listening first, delivering on our promises, and pushing the boundaries of what’s possible with technology. If you’re passionate about making a difference and want to be part of a team that grows together and leads with purpose, we invite you to explore our open opportunities and join us on our mission.