Service Desk Analyst

Location: Remote — United States | Employment type: Full Time

About the role

Smartly Technologies is hiring a Service Desk Analyst to support users, applications, technical workflows, testing, troubleshooting, and reliable service delivery. The position supports managed IT services, cybersecurity, cloud solutions, application development, AI integration, and client technology support and is designed for someone who can keep details accurate while moving work forward.

Responsibilities

• Handle service desk analyst responsibilities connected with managed IT services, cybersecurity, cloud solutions, application development, AI integration, and client technology support.
• Review incoming technical requests, reproduce supported issues when possible, and document findings clearly.
• Use the team’s shared support, project, testing, or implementation workflows to move work toward resolution.
• Escalate defects, access problems, security concerns, or technical blockers with complete evidence and notes.
• Maintain accurate ticket, test, change, implementation, or customer-update records.
• Coordinate with technical and business teammates so priorities, dependencies, and customer expectations stay aligned.

Requirements

• Relevant technical, analytical, support, or testing experience appropriate to the role.
• Strong troubleshooting, documentation, and problem-solving skills.
• Comfort learning web applications, support queues, shared technical documentation, and role-appropriate tools.
• Clear communication with technical and nontechnical users.
• Ability to work independently while keeping status information current.
• A pre-employment background check is required.

Pay

Base salary: $69,500 - $79,500 per year