Service Desk Analyst

DIGIOFFICE•Johns Creek, GA

8d•Onsite

About The Position

DigiOffice is seeking a reliable, customer-focused Service Desk Analyst to support end-users during weekend service desk operations. This role serves as the first point of contact for IT support requests and is responsible for troubleshooting technical issues, resolving user incidents, documenting tickets, and ensuring a positive support experience. The ideal candidate is a tech-savvy problem solver who can work independently, communicate clearly, and remain professional under pressure. This is a great opportunity for someone who enjoys weekend work, values flexibility, and is interested in expanding into additional weekday hours when available. NOTE: This is a 100% on-site role in Johns Creek, GA. Remote or hybrid candidates will not be considered.

Requirements

Prior experience in a service desk, help desk, desktop support, or IT support role preferred.
Basic understanding of computer hardware, software, operating systems, network connectivity, and common business applications.
Strong troubleshooting and problem-solving skills.
Excellent verbal and written communication skills.
Strong customer service mindset and ability to work with users at all technical levels.
Ability to work independently during weekend shifts with limited supervision.
Strong attention to detail when documenting tickets and resolutions.
Ability to remain calm, professional, and organized while handling multiple support requests.
Flexibility to work additional weekday hours if a full 40-hour workweek is desired and available.

Nice To Haves

Experience using a ticketing system or service desk platform.
Experience supporting Microsoft Windows, Microsoft 365, Outlook, Teams, printers, VPN, password resets, and basic network connectivity issues.
Experience working in a client-site, corporate, logistics, or enterprise support environment.
Basic knowledge of ITIL processes or service desk best practices.
CompTIA A+, Network+, Microsoft, or other entry-level IT certifications are a plus but not required.

Responsibilities

Serve as the first point of contact for end-user technical support requests during weekend shifts.
Respond to, troubleshoot, and resolve service desk tickets related to hardware, software, network, login, access, and general IT issues.
Provide support to users by phone, email, ticketing system, remote tools, or in person, depending on client needs.
Accurately document all issues, troubleshooting steps, resolutions, and follow-up actions in the service desk system.
Escalate complex or unresolved issues to the appropriate technical team or supervisor.
Track open tickets and follow up with users to ensure issues are fully resolved.
Maintain a high level of professionalism, patience, and customer service when supporting end users.
Follow established IT support procedures, security practices, and client service standards.
Assist with basic account support, password resets, equipment troubleshooting, and application access issues.
Support a smooth and consistent user experience during weekend coverage hours.