Service Desk Analyst

Under general supervision, the position is responsible for the ongoing support of internal and external end users. The incumbent is also responsible for responding to service requests and incidents, capturing event information, providing troubleshooting, and forwarding more complex and specialized incidents to relevant teams within the enterprise. The incumbent is also responsible for managing and participating in select Service Desk projects.

Tracks and evaluates personal service metrics, including service success rates, to ensure performance aligns with goals set by management.

Handle ~500 inbound support interactions per month per agent; provide Tier 1 support via phone and ITSM.

Resolve common Tier 1 issues (password resets, account unlocks, basic access, standard app/endpoint issues).

Service as a escalation support for Tier 1, and Resolve Tier 2 incidents/requests requiring deeper troubleshooting (identity/access, endpoint configuration, enterprise apps).

Perform independent analysis to determine probable cause and next-best action; document rationale.

Participates in Service Desk projects as assigned

Maintain ticket hygiene: timely updates, customer communication, and closure documentation

Author and maintain knowledge articles/runbooks; reduce repeat contacts and escalations.

Exact night hours - 1 month on Days M-F, 8-5 (ish). Then regular shift will be Every Other Saturday Night, Sun, Mon, Tue 6pm - 6am.

-- There may be requests to work odd nights, or possibly shift adjustments based on workload and team needs.

Contract-to-hire length - 6mo - but no guarantee here, you know how it goes.. We can shoot for that.. but budgets and everything else might not align.

Ticketing system
- Service Now

Any AI/automation tools theyll touch
- Copilot, ChatGPT, Clause, Power Automate, Flow, Software Dev, Powershell, Scripting

• o Strong English communication skills.
• o Experience with de-escalation techniques and remaining calm under pressure.
• o Demonstrates excellent multitasking, effectively handling phone calls, chats, team needs, and paperwork in real time.
• o Proven customer service experience, ideally with extensive phone support.
• o Strong Windows troubleshooting and issue resolution skills.
• o Experience with AI tools, including prompting and agents; familiarity with vibe-coding.

• Troubleshooting, Service desk, Technical support, Windows, Help desk, Support, Help desk support, Customer service, Active directory, Desktop, Phone support, Servicenow

• Troubleshooting,Service desk,Technical support,Windows

Minimum Qualification Bachelors degree in an IT-related discipline, or a comparable combination of education, training, and professional experience. At least 24 years of experience providing service desk, help desk, technical support, or customer support services. Must be able to work on-site in a fast-paced, high-volume environment, including independent troubleshooting and escalation handling.

Preferred Qualification Demonstrated customer service experience in a high volume support environment, with knowledge of ITSM practices and AI enabled support capabilities. Experience using AI powered chatbots, virtual assistants, and AI enhanced knowledge tools to support ticket triage, resolution guidance, and knowledge management. Familiarity with creating and refining AI prompts, contributing to AI agent workflows for service desk use cases, and understanding AI limitations (e.g., bias, hallucinations, and data sensitivity) is preferred.

Relevant certifications preferred (or willingness to obtain), including CompTIA A+, ITIL® 4 Foundation, and HDI SCA.

Intermediate Level

This is a Contract position based out of Lowell, AR.

The pay range for this position is $20.00 - $25.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth…