Service Desk Analyst

The Service Desk Analyst will provide first-level technical support and customer service to users, helping resolve IT issues efficiently and professionally. In this fully remote, full-time role, you will serve as a key point of contact for associates and external users seeking technical assistance. You will troubleshoot hardware, software, access, and general technology-related questions through phone, email, and chat. The role requires strong problem-solving skills, attention to detail, and a customer-focused approach to every interaction. You will manage support tickets from initial request through resolution or escalation, ensuring accurate documentation and appropriate prioritization. This is an opportunity to contribute to a positive user experience while developing your technical knowledge in a collaborative service desk environment.

• At least 6–12 months of experience in a service desk or technical support position.

• At least 6–12 months of professional customer service experience.

• High school diploma or GED.

• Availability to work weekdays from 7:00 a.m. to 3:30 p.m. Eastern Time.

• Strong troubleshooting, diagnostic, and technical documentation skills.

• Excellent customer service skills and a genuine commitment to helping users.

• Strong written and verbal communication abilities.

• Excellent attention to detail and organizational skills.

• Strong work ethic, accountability, and ability to work independently.

• Effective problem-solving skills and a solution-oriented mindset.

• Ability to manage repetitive computer-based tasks and remain seated or stationary for extended periods, with occasional movement as needed.

• Preferred: Associate degree in a related field.