Service Desk Level 1 Analyst

New

Remote (U.S). This role is open to residents of the U.S. only., 2nd Shift (3:30p-12a CST); Tuesday through SaturdayFull-TimeEntry

Salary20 USD per hour

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Job Details

Experience: 1–2 years of experience in a technical support role, preferably in a service desk environment
Required Skills: Microsoft OfficeCustomer serviceTechnical support

Have a high school diploma or equivalent.
Have 1–2 years of experience in a technical support role, preferably in a service desk environment.
Be proficient with Microsoft Office and Windows operating systems.
Have basic network troubleshooting skills.
Provide customer service and explain technical information to non-technical users.
Be able to work independently and as part of a team.
Demonstrate problem-solving and analytical abilities.
Manage multiple tasks and prioritize effectively.
An associate or bachelor’s degree in computer science or a related field is preferred.
Relevant certifications, or progress toward them, include HDI Support Center Analyst (HDI-SCA), ITIL Foundation, and Microsoft 365 Certified: Fundamentals.
Knowledge of ITIL or similar frameworks is a plus.

Respond to incoming phone calls, emails, and chat messages requesting technical support.
Log all service desk interactions in the ticketing system.
Provide first-level support for desktop, laptop, printer, mobile device, software, and basic network issues.
Resolve technical issues when possible and escalate when necessary.
Ensure timely and accurate resolution of service desk requests.
Follow up with customers or employees to ensure satisfaction.
Improve technical skills through training, certifications, and self-directed learning.
Participate in special projects as assigned.

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