IT Service Desk Analyst (Remote - US)

Jobgether

78d • $66,500 - $66,500

About The Position

The IT Service Desk Analyst will serve as the primary point of contact for end-users, providing technical support and ensuring seamless operation of IT systems and equipment. This role involves troubleshooting hardware, software, network, and cloud application issues while maintaining high standards of customer service. You will work in a fast-paced environment, collaborating with cross-functional teams to resolve incidents efficiently and educate users on best practices. The position offers opportunities to contribute to continuous improvement initiatives, document technical procedures, and enhance overall IT support processes. Remote candidates within the United States are welcome to apply.

Requirements

• High school diploma or equivalent; degree or IT certification is a plus.
• Minimum of 1 year of experience in IT support or customer service.
• Basic understanding of IT hardware, software, operating systems, and network connectivity.
• Strong problem-solving skills with patience in assisting end-users.
• Excellent communication and interpersonal abilities.
• Ability to work in a dynamic, fast-paced environment.
• Customer-focused mindset with a commitment to high-quality support.

Responsibilities

• Act as the first point of contact for technical support requests via phone, email, or chat.
• Troubleshoot and resolve hardware, software, network, and cloud application issues across Mac and Windows platforms.
• Log, prioritize, and manage incidents in the ticketing system, escalating issues to higher-level support as necessary.
• Provide step-by-step guidance to end-users for self-service problem resolution.
• Assist with hardware and software installation, configuration, and updates.
• Maintain documentation of support activities and update knowledge base articles to improve efficiency.
• Educate users on IT best practices and promote cybersecurity awareness.
• Identify recurring technical issues and escalate for long-term resolution and process improvements.

Benefits

• Competitive salary: $66,500 per year.
• Eligibility for annual profit awards or bonuses.
• Comprehensive health coverage including medical, dental, and vision.
• Health Care/Dependent Care Flexible Spending Accounts and Health Savings Account (HSA).
• Pre-Tax and Roth 401(k) plans.
• Short- and long-term disability insurance, life/AD&D insurance.
• Commuter benefits, student loan repayment, and educational assistance programs.
• Generous paid time off and supportive remote work flexibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees