Service Desk Analyst I - 3rd Shift
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
About the role
Supports the delivery of IT services through the Service Desk, providing timely and effective assistance to end-users. Responds to helpdesk tickets, escalations, and requests for service. Manages basic technical issues and provides guidance on standard procedures. Ensures adherence to service level agreements (SLAs).
Responsibilities
- Handle incoming calls, emails, and chat inquiries from end-users
- Assist in resolving technical issues and providing guidance on standard procedures
- Manage and escalate complex issues to appropriate teams
- Ensure adherence to SLAs and provide regular status updates
- Document and maintain accurate records of all interactions and incidents
Requirements
- Bachelor's degree in Information Technology, Computer Science, or related field
- 1+ years of experience in IT support or customer service
- Strong problem-solving and communication skills
- Basic knowledge of IT infrastructure and troubleshooting techniques
- Ability to work independently and manage multiple tasks simultaneously
Qualifications
- Proficiency in Microsoft Office Suite
- Experience with ticketing systems and issue management software
- Knowledge of common IT hardware and software
Skills
- Excellent verbal and written communication skills
- Strong organizational and time management skills
- Ability to prioritize tasks and manage workload effectively
- Basic understanding of IT security principles
Benefits
- Flexible remote work schedule
- Competitive compensation package
- Professional development opportunities
- Health and wellness benefits
Pay
$40,000 - $50,000 annually
Schedule
3rd shift, typically working evenings and weekends