Service Desk Analyst

Gainwell Technologies LLC

19h•$38,000 - $54,000•Remote

About The Position

As a Service Desk Analyst, you will be a technical leader within the Service Desk team, providing escalated support from ServiceNow tickets and contributing to process improvements. You will utilize your deep technical knowledge and problem-solving skills to diagnose and resolve complex issues related to hardware, software, network connectivity, and other IT systems. You will also play a key role in developing and maintaining knowledge base articles and training materials.

Requirements

Associate's or Bachelor's degree in IT or a related field preferred.
3+ years of experience in a technical support role, preferably in a service desk environment.
Experience with ticketing systems (e.g., ServiceNow).
Understanding of computer hardware, software, networking concepts, and operating systems (Windows, Linux, Active Directory).
Extensive experience troubleshooting complex technical problems.
Strong leadership and mentoring skills.
Excellent communication skills, both written and verbal.
Ability to work independently and as part of a team.
Strong organizational skills and attention to detail.

Responsibilities

Provide advanced technical support via phone, email, and chat, handling support requests from other Service Desk agents.
Lead troubleshooting efforts for complex technical problems.
Participate in an afterhours and weekend On Call rotation.
Log and track all support requests in our ticketing system, ensuring accurate and detailed documentation.
Develop and maintain knowledge base articles, FAQs, and other documentation.
Identify and escalate recurring issues to appropriate teams.
Contribute to the development and implementation of service desk best practices and procedures.
Proactively monitor system performance and identify potential problems.
Participate in project work related to IT service improvements.
Communicate effectively with users at all levels, providing clear and concise explanations of technical issues and solutions.
Maintain a positive and professional demeanor at all times.
Participate in team meetings and training sessions.