Service Desk Analyst :: St. Louis, MO (Remote/Hybrid but local preferred)

Provides frontline technical support and 30‑day hypercare coverage for users at newly integrated sites, resolving incidents and escalating issues per defined SLAs. Reports to: Service Desk Lead / Project Lead.

Key Responsibilities

• Provide onsite and/or remote hypercare support for the 30 days following each integration go‑live.
• Log, triage, and resolve incidents and service requests in ServiceNow.
• Escalate unresolved issues to the appropriate technical workstream (network, desktop, IAM, collaboration).
• Support new‑user onboarding activities alongside the onboarding team.
• Track and report common issue trends during hypercare to inform future integrations.
• Maintain accurate ticket documentation and knowledge‑base articles.

Required Qualifications

• 1‑3 years experience in a service desk or technical support role.
• Working knowledge of Windows/macOS, M365, and common enterprise applications.
• Experience with ServiceNow or similar ITSM ticketing tools.
• Strong customer service and communication skills.

Preferred Qualifications

• Experience supporting go‑lives or large‑scale onboarding events.
• ITIL Foundation certification.