IT Service Desk Analyst (Phone-Based Technical Support)

Location: Remote / On-site (as required)

Overview

We are seeking experienced IT Service Desk Analysts to deliver timely, high-quality, phone-based technical support to end users. In this role, you will be the first point of contact for resolving hardware, software, and connectivity issues, ensuring every user interaction meets defined real-time service objectives (RSOs) while maintaining an excellent end-user experience. This is an opportunity to join a fast-paced support environment where accuracy, responsiveness, and strong communication are key to success.

Responsibilities

• Provide timely and consistent IT phone-based user support while maintaining a high-quality end-user experience
• Respond to incidents and service requests within defined real-time service objectives (RSOs)
• Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues
• Document troubleshooting steps and resolutions accurately and thoroughly
• Escalate incidents and requests appropriately to ensure timely resolution
• Maintain knowledge base accuracy and contribute to continuous improvement
• Follow established security and identity verification procedures
• Provide knowledge transfer to team members and stakeholders as needed

Qualifications

High school diploma / GED with 4 years of experience in technical support roles (An Associate's degree may substitute for 2 years of experience; A Bachelor's degree may substitute for 4 years of experience)

Preferred Skills

• Knowledge of computer hardware, software, and mobile device components
• Knowledge of Windows, macOS, and mobile operating systems, including configuration and troubleshooting
• Knowledge of networking fundamentals such as TCP/IP, DNS, DHCP, and VPN
• Knowledge of Active Directory, Group Policy, and endpoint security tools
• Knowledge of ITIL best practices for incident and asset management
• Skilled in diagnosing and resolving complex hardware, software, and connectivity issues
• Skilled in prioritizing and resolving service tickets efficiently
• Strong communication and collaboration skills with users, technical staff, and management
• Skilled in analyzing and identifying trends or root causes of recurring technical issues
• Ability to identify potential IT security-related situations
• Ability to deliver high-quality, customer-focused technical support
• Ability to manage multiple priorities and meet deadlines in a dynamic environment
• Ability to adapt to evolving technologies and organizational needs

Employment type: Contract / Staff Augmentation