Service Desk Analyst

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

📋 Description

• Authenticate incoming callers.

• Create and document tickets containing pertinent user information.

• Assist users in navigating and troubleshooting system functionalities.

• Capture ticket specifics, including descriptions, screenshots, replication steps, and error messages.

• Resolve common and recurring user issues, such as creating profiles, submitting travel requests and expense reports, generating reports, completing data calls/document requests for audit purposes, troubleshooting system errors, approving travel requests or expense reports, and modifying user access roles.

• Assign complex tickets to Tier 2 for in-depth research and resolution.

• Provide users with ticket numbers and updates on their status.

• Inform users about outages or service-impacting events.

• Direct users to training materials or documentation after guiding them through the relevant process.

• Evaluate urgency and impact to determine ticket priority.

• Decide whether to escalate issues based on their severity and complexity.

⛳️ Requirements

• High school diploma with 1–3 years of experience in IT support or help desk roles.

• Knowledge of IT systems, infrastructure, and software development.

• Familiarity with government regulations, compliance, and security standards, including NIST.

• Effective communication skills with stakeholders, team members, and senior management.

• Must be a U.S. Citizen.

• Selected applicants may undergo a government security investigation and must meet eligibility criteria for access to classified information.

• ITIL or CompTIA A+ certification is a plus.

🏝️ Benefits

• Virtual health visits.

• Commuter perks.

• Pet insurance.

• Entertainment discounts.

• Annual performance reviews.

• Tuition assistance.

• Internal career growth opportunities.

• Generous 401(k) matching.

• Life insurance.

• Disability insurance.

• Financial wellness tools.

• Annual awards.

• Service anniversaries.

• Referral bonuses.

• Peer-to-peer recognition.

• Healthcare coverage.

• Wellness programs.

• Flu shots.

• Biometric screenings.

• Remote work arrangements.