Service Desk Analyst

This is a 1‑month contract, 100 % onsite in Portland, OR. Schedule: Monday – Friday, 8 am – 5 pm PST.

Responsibilities

• Provide first‑line remote technical support for hardware, software, systems, and user access issues.
• Receive, document, track, and resolve inbound IT incidents and service requests through the service desk ticketing system.
• Troubleshoot technical issues and work toward timely resolution while maintaining a high level of customer service.
• Keep users informed of ticket status, troubleshooting progress, and expected next steps.
• Manage incidents and service requests through their full lifecycle, including documentation, follow‑up, and closure.
• Prepare, configure, order, and deploy approved IT equipment and technology requests.
• Fulfill software installation, system access, and user account management requests in accordance with established IT procedures.
• Coordinate with third‑party vendors and other technical resources to support incident resolution.
• Escalate issues and requests that cannot be resolved at the Service Desk level to Tier 2/Tier 3 support teams and coordinate follow‑up as needed.
• Assist with identifying and escalating major incidents and recurring technical problems.
• Contribute to problem resolution and continuous improvement of Service Desk processes.
• Follow established IT service management, security, and customer service procedures.
• Perform additional IT support duties and projects as assigned.

Requirements

• 2+ years of experience in a Service Desk, Help Desk, Desktop Support, or similar IT support role.
• Strong troubleshooting and problem‑solving skills across common hardware, software, and user support issues.
• Experience supporting user accounts, system access, software installations, and IT equipment.
• Experience working with a ticketing or IT service management system.
• Skilled in hardware inventory management and configuration support.
• Strong customer service and communication skills with the ability to support users professionally and clearly.
• Ability to recognize when an issue requires escalation and effectively coordinate with other technical teams.

Benefits

• Medical, vision, dental, and life and disability insurance.
• Eligibility to enroll in the company 401(k) plan.