IT Service Desk Analyst
About The Position
Pivot Point Solutions is seeking an IT Service Desk Analyst to provide frontline Tier 1 technical support for employees in a large enterprise IT environment. The role involves troubleshooting desktop and mobile devices, Microsoft applications and operating systems; managing incident tickets; and monitoring enterprise systems for alerts and service disruptions. The analyst supports users by phone and web-based service channels, follows established procedures, accurately documents technical issues, and coordinates with specialized IT teams to restore services efficiently. The position operates in an onsite, 24-hour operations center with rotating shifts. Flexibility is required to support varying shifts, including after-hours coverage, evenings, weekends, and holidays as assigned. The contract length is 12 months or longer, and compensation is $23.91–$26.08 per hour.
Requirements
- High school diploma or equivalent.
- At least 1 year of professional experience in IT help desk, service desk, or technical support operations.
- Hands-on experience troubleshooting Windows operating systems, Microsoft Office applications, and common desktop or laptop issues.
- Experience providing technical support to users through telephone, remote support, or web-based service channels.
- Experience creating, documenting, prioritizing, or escalating IT incident tickets and service requests.
- Basic understanding of enterprise networking, computer hardware, mobile devices, and peripheral troubleshooting.
- Ability to follow documented troubleshooting procedures, runbooks, and established incident escalation processes.
- Availability to work varying shifts in a 24/7 operations center environment, including after-hours coverage as required.
Nice To Haves
- Experience working in an enterprise IT service desk, network operations center, or 24/7 technical support environment.
- Familiarity with network or application monitoring tools, system alerts, and incident correlation.
- Experience with IT service management platforms such as ServiceNow, Jira Service Management, or similar ticketing systems.
- IT certifications such as CompTIA A+, Network+, ITIL Foundation, or Microsoft certifications, or previous experience supporting utility operations.
Responsibilities
- Provide Tier 1 technical support for desktop computers, laptops, mobile devices, peripheral equipment, and enterprise applications.
- Troubleshoot Windows operating systems, Microsoft Office applications, and common hardware and software issues.
- Assist employees with technical problems through telephone and web-based support channels.
- Diagnose basic network connectivity issues, including issues involving enterprise networks, TCP/IP, and connected devices.
- Create, categorize, prioritize, and assign incident tickets and service requests based on business impact and urgency.
- Document troubleshooting steps, resolutions, and escalation details in the IT service management system.
- Escalate complex technical issues to appropriate support teams while maintaining communication with affected users.
- Monitor enterprise network devices, applications, and infrastructure for system alerts, alarms, and potential service disruptions.
- Review monitoring alerts and correlate related incidents to identify recurring issues or broader service outages.
- Follow established procedures when responding to application failures, network interruptions, system outages, and unsuccessful technology changes.
- Contact on-call support personnel during after-hours incidents requiring urgent technical assistance.
- Follow documented runbooks, playbooks, and technical support procedures when resolving incidents.
- Coordinate with other IT support teams to ensure incidents are assigned to appropriate technical resources.
- Provide timely updates to users and internal teams regarding incident status, service interruptions, and resolutions.
- Participate in shift handoffs and knowledge-sharing activities to maintain continuity of technical support.
- Support service desk process improvements, documentation updates, and operational efficiency initiatives.
- Ensure technical support activities follow established IT policies, security standards, and operational procedures.
- Maintain accurate records of incidents, service requests, and troubleshooting outcomes.
- Collaborate with colleagues and technical teams to resolve issues and maintain reliable IT services.
- Work rotating shifts within a 24/7 operations center, including evenings, weekends, and holidays as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
