IT Service Desk Analyst

Position

IT Service Desk Analyst

Tampa, FL – Day 1 onsite.

Proficient in English, Spanish, and Portuguese.

The Service Desk Analyst L1 provides support for incident resolution and requests reported by employees. Responsibilities include initial assessment, research, and resolution of incidents and requests related to applications, software, hardware and infrastructure components. The analyst will collect information through customer conversation, probe, access support tools, and engage additional support teams when needed. Problems beyond the scope of their ability or responsibility are resolved by engaging other support teams in a timely manner.

• Perform technical support to clients via telephone, chat, e‑mail, or self‑service tickets across all geographies.
• Provide Level 1 / L1.5 triage and resolutions such as password resets and account unlocks, ensuring compliance with internal policies and procedures.
• Deliver hardware and software support, including MS Office, Citrix, VPN, SCCM, and Amazon Work spaces.
• Provide clients with a first‑level resolution, applying standard operating procedures or work instructions when possible.
• Perform customer callbacks as required.
• Offer remote solutions, explain them in non‑technical terms, and ensure client understanding.
• Build knowledge articles or flag the need for content when existing articles are insufficient.
• Take ownership of tickets or requests and communicate with customers regularly to ensure speedy resolution.
• Operate Service Now/SNOW/Remedy Now or any ITSM tool.
• Meet service level agreements such as response and resolution time, ASA, AHT, and CSAT.
• Provide support to onshore and offshore new members.
• Manage and support different lines of business as required.
• Apply basic knowledge of DHCP, DNS, IP addressing, subnetting, and troubleshoot WLAN and Ethernet desktop configuration issues.
• Troubleshoot mobile operating systems, including iOS, iPadOS, and Android.

• Effective oral and written communication skills in all known languages.
• 1–5 years of work experience in IT technical support or service desk preferred.
• Excellent knowledge and hands‑on experience troubleshooting Windows, iOS, and Android OS issues.
• Experience with Service Now ticketing system.
• Open to a 24/7 work environment with rotational shifts and week‑off days.
• Bachelor's degree in computer science or a related field; IT diploma holders also preferred.