Service Desk Analyst

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Act as the primary point of contact for inquiries related to technology.

• Deliver Tier 1–2 support to employees and business partners.

• Record, capture, categorize, and prioritize incidents and service requests.

• Diagnose and resolve issues related to hardware, software, operating systems, mobile devices, and enterprise applications.

• Provide support for Microsoft 365, collaboration tools, cloud applications, and environments including Windows, macOS, iOS, and Android.

• Investigate questions utilizing available information resources.

• Document interactions, troubleshooting processes, and resolutions within the ITSM system.

• Update the knowledge base with new solutions, FAQs, and self-service resources.

• Delegate tickets to appropriate resources and escalate complex issues to higher-level teams or vendors.

• Monitor and route issues and requests efficiently.

• Oversee and prioritize incoming tickets to ensure compliance with SLAs and performance metrics.

• Remain informed about system information, emerging technologies, updates, and organizational changes.

• Engage in continuous improvement initiatives.

• Execute additional responsibilities as assigned.

⛳️ Requirements

• Associate’s degree in Computer Science or equivalent experience in a similar role.

• Minimum of 1 year of experience in IT support or service desk operations.

• Strong customer service focus and the ability to convey technical information clearly to non-technical users.

• Familiarity with ITSM tools such as ServiceNow or Jira Service Management.

• Knowledge of Windows and macOS operating systems, as well as iOS/Android mobile platforms, and Microsoft O365 applications.

• Understanding of networking fundamentals.

• Exceptional problem-solving abilities and attention to detail.

• Capability to thrive in a fast-paced environment.

• Strong verbal and written communication skills.

• Knowledge of endpoint protection, phishing prevention, and compliance requirements.

• Ability to collaborate across IT teams and business units.

• Skills in root cause analysis, pattern recognition, and proactive problem prevention.

• Willingness to work varying shifts as needed to meet business demands.

• Capability to lift and move computer devices weighing up to 50 pounds.

• Willingness to travel as required, up to 10%.

• Must successfully pass a pre-employment drug screening.

🏝️ Benefits

• Paid time off.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401k match (50% on the dollar up to 7% of employee contribution).

• Potential for commission, bonuses, or profit sharing as part of the overall compensation package.