Analyst, End User Client; Business

Analyst, End User

Location:100% Remote

Rate: $19-21/hr.

Resume deadline:
November 23, 2026

This is a customer-focused IT support role responsible for providing technical assistance to end users utilizing the proprietary ordering applications. The IT Service Center Analyst serves as the first point of contact for customer issues, troubleshooting technical concerns, documenting incidents, and collaborating with internal support teams to ensure timely resolution.

• Provide professional and positive technical support to customers via phone and ticketing systems
• Troubleshoot and resolve issues related to customer ordering applications, login access, reporting tools, and system functionality
• Answer questions regarding system procedures, online transactions, system status, and downtime processes
• Escalate complex issues to Level 2 support teams when appropriate
• Document incidents, resolutions, and customer interactions within the ticketing system
• Partner with end users to understand business requirements and align technology solutions
• Assist with password resets, account unlocks, and general user account management
• Maintain service levels and follow established support processes and procedures
• Deliver exceptional customer service while managing multiple requests in a fast-paced environment

• Minimum of 2 years of experience in a Global IT Service Desk, Help Desk, or Call Center support environment
• Experience supporting end users in a customer-facing technical support role
• Previous call center experience preferred

• Strong troubleshooting, analytical, and problem-solving skills
• Excellent verbal and written English communication skills
• Experience with Microsoft technologies including O365, Microsoft Teams, and One Drive
• User account administration experience including password resets and account unlocks
• Familiarity with ITSM tools such as Service Now, BMC Remedy, or similar platforms
• Ability to work independently in a remote environment
• Technical certifications (CompTIA A+, ITIL, etc.) preferred
• Ability to accommodate flexible scheduling requirements

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