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Service Desk Analyst, Level 1

AnalystAnalystFull TimeRemoteTeam 501-1,000Since 2020H1B SponsorCompany Site LinkedIn

Location

United States

Posted

43 days ago

Salary

$20 / hour

High School1 yr expEnglish

Job Description

• Respond to incoming phone calls, emails, and chat messages requesting technical support • Log all service desk interactions in the ticketing system • Provide first-level support for desktop, laptop, printer, mobile device, software, and basic network issues • Resolve technical issues when possible and escalate when necessary • Ensure timely and accurate resolution of all service desk requests • Conduct follow‑up with customers or employees to ensure satisfaction • Continuously improve technical skills through training, certifications, and self‑directed learning • Participate in special projects as assigned

Job Requirements

High school diploma or equivalent required
Associate or bachelor’s degree in computer science or related field preferred
Relevant certifications (or pursuing):
HDI Support Center Analyst (HDI‑SCA)
ITIL Foundation
Microsoft 365 Certified: Fundamentals
1–2 years of experience in a technical support role, preferably in a service desk environment
Strong customer service skills with the ability to explain technical information to non‑technical users
Proficiency with Microsoft Office, Windows operating systems, and basic network troubleshooting
Knowledge of ITIL or similar frameworks is a plus
Ability to work independently and as part of a team
Excellent problem‑solving and analytical abilities
Ability to manage multiple tasks and prioritize effectively