Service Desk Analyst

Gainwell Technologies LLC

2d • $41,100 - $58,700 • 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.

Benefits

• generous, flexible vacation policy
• 401(k) employer match
• comprehensive health benefits
• educational assistance
• leadership and technical development academies

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees