Service Desk Analyst I

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

📋 Description

• Deliver first-level support and incident diagnosis for applications, endpoints, and infrastructure.

• Serve as the primary contact point between end users and other IT resources.

• Record incoming interactions and their corresponding resolutions.

• Oversee ticket routing and incident resolution in collaboration with other IT teams.

• Address interactions through phone, email, self-service, or chat channels.

• Execute incoming service requests efficiently.

• Diagnose and troubleshoot hardware issues, enterprise applications, locally installed software, and other standard technologies.

• Utilize the IT Service Management tool to log interactions and document resolutions.

• Escalate incidents as necessary and track resolution progress until completion.

• Keep the IT Service Desk team and management updated on new support issues.

• Investigate unresolved support issues using available resources and collaborative efforts.

• Enhance call handling, documentation quality, end-user experience, and resolution processes.

• Carry out other job-related tasks as assigned or deemed necessary.

⛳️ Requirements

• High School Diploma or G.E.D.

• Experience in supporting and troubleshooting modern IT endpoint hardware technologies and software products.

• Strong ability to convey technical information to non-technical users.

• A minimum of 1 year of experience in a service desk, help desk, desktop support, or customer support role (IT preferred).

• Familiarity with working in a ticketing system (e.g., ServiceNow or similar) for logging, categorizing, routing, and documenting tasks.

• Capability to translate technical instructions into clear language for end users.

• Candidates must reside in the state of Georgia.

• This position is not eligible for sponsorship.

🏝️ Benefits

• Comprehensive medical benefits coverage, dental plans, and vision coverage.

• Health care and dependent care spending accounts.

• Short- and long-term disability insurance.

• Life insurance and accidental death & dismemberment insurance.

• Employee and Family Assistance Program (EAP).

• Employee discount programs.

• Retirement plan with a generous company match.

• Employee Stock Purchase Plan (ESPP).

• Paid Time Off (PTO).