Service Desk Level 1 Analyst

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

📋 Description

• Answer incoming phone calls, emails, and chat messages that request technical assistance.

• Record all service desk interactions in the ticketing system.

• Deliver first-level support for desktop, laptop, printer, mobile device, software, and basic network issues.

• Resolve technical problems when possible and escalate issues when necessary.

• Ensure prompt and accurate resolution of service desk inquiries.

• Follow up with customers or employees to guarantee satisfaction.

• Continuously enhance technical skills through training, certifications, and self-directed learning.

• Engage in special projects as assigned.

• Act as the front line of support, assisting users in resolving issues swiftly.

• Collaborate with a dedicated team and develop technical expertise.

⛳️ Requirements

• High school diploma or equivalent is required.

• An associate or bachelor’s degree in computer science or a related field is preferred.

• Relevant certifications (or in progress): HDI Support Center Analyst (HDI-SCA), ITIL Foundation, Microsoft 365 Certified: Fundamentals.

• 1–2 years of experience in a technical support position, preferably in a service desk setting.

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

• Proficiency in Microsoft Office, Windows operating systems, and basic network troubleshooting.

• Familiarity with ITIL or similar frameworks is a plus.

• Capability to work independently as well as part of a team.

• Excellent problem-solving and analytical skills.

• Ability to manage multiple tasks and prioritize effectively.

• U.S. residents only.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Life insurance.

• 401(k) plan with company match.

• “You Pick a Day” paid holiday.

• FSA and HSA options.

• Pet insurance.

• Additional benefits available.

• Opportunities for certifications and career advancement.

• Training, certifications, and self-directed learning opportunities.

• A collaborative, positive, and respectful teamwork environment.