Job Requirements
Remote
Secret Polygraph not specified
Early Career (2+ yrs experience)
Salary not specified
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Job Description
Service Desk Analyst (ServiceNow Experience Required)
Position Summary
We are seeking a customer-focused Service Desk Analyst to provide first-line technical support to end users. This role is responsible for troubleshooting IT issues, managing incidents and service requests, and ensuring timely resolution using the ServiceNow ticketing platform. The ideal candidate has strong communication skills, a proactive mindset, and experience working in a fast-paced support environment.
Key Responsibilities
Serve as the first point of contact for IT support via phone, email, and chat channels
Log, categorize, prioritize, and track incidents and service requests in ServiceNow
Troubleshoot hardware, software, and network issues across desktops, laptops, and mobile devices
Resolve Level 1 issues and escalate more complex problems to appropriate support teams
Monitor and manage ticket queues to ensure adherence to SLAs and KPIs
Provide timely updates and clear communication to end users regarding ticket status
Perform basic user account administration (password resets, account unlocks, permissions)
Document resolutions and maintain knowledge base articles within ServiceNow
Assist with onboarding/offboarding activities, including equipment setup and access provisioning
Identify recurring issues and recommend process improvements
Required Qualifications
1–3+ years of experience in a Service Desk, Help Desk, or IT Support role
Hands-on experience using ServiceNow (incident, request, and knowledge modules)
Strong understanding of ITIL principles and service management processes
Experience supporting Windows environments (Microsoft Office 365, Active Directory)
Basic knowledge of networking concepts (VPN, DNS, DHCP, Wi-Fi connectivity)
Excellent problem-solving and troubleshooting skills
Strong verbal and written communication skills
Ability to manage multiple tasks and prioritize effectively
Preferred Qualifications
ITIL Foundation Certification
Experience with remote support tools (e.g., SCCM, Intune, TeamViewer, or similar)
Familiarity with MacOS and mobile device support (iOS/Android)
Experience in a corporate or enterprise IT environment
Soft Skills
Customer-first mindset with a focus on user satisfaction
Strong attention to detail and documentation skills
Ability to remain calm under pressure and meet deadlines
Team-oriented with the ability to work independently
Position Summary
We are seeking a customer-focused Service Desk Analyst to provide first-line technical support to end users. This role is responsible for troubleshooting IT issues, managing incidents and service requests, and ensuring timely resolution using the ServiceNow ticketing platform. The ideal candidate has strong communication skills, a proactive mindset, and experience working in a fast-paced support environment.
Key Responsibilities
Serve as the first point of contact for IT support via phone, email, and chat channels
Log, categorize, prioritize, and track incidents and service requests in ServiceNow
Troubleshoot hardware, software, and network issues across desktops, laptops, and mobile devices
Resolve Level 1 issues and escalate more complex problems to appropriate support teams
Monitor and manage ticket queues to ensure adherence to SLAs and KPIs
Provide timely updates and clear communication to end users regarding ticket status
Perform basic user account administration (password resets, account unlocks, permissions)
Document resolutions and maintain knowledge base articles within ServiceNow
Assist with onboarding/offboarding activities, including equipment setup and access provisioning
Identify recurring issues and recommend process improvements
Required Qualifications
1–3+ years of experience in a Service Desk, Help Desk, or IT Support role
Hands-on experience using ServiceNow (incident, request, and knowledge modules)
Strong understanding of ITIL principles and service management processes
Experience supporting Windows environments (Microsoft Office 365, Active Directory)
Basic knowledge of networking concepts (VPN, DNS, DHCP, Wi-Fi connectivity)
Excellent problem-solving and troubleshooting skills
Strong verbal and written communication skills
Ability to manage multiple tasks and prioritize effectively
Preferred Qualifications
ITIL Foundation Certification
Experience with remote support tools (e.g., SCCM, Intune, TeamViewer, or similar)
Familiarity with MacOS and mobile device support (iOS/Android)
Experience in a corporate or enterprise IT environment
Soft Skills
Customer-first mindset with a focus on user satisfaction
Strong attention to detail and documentation skills
Ability to remain calm under pressure and meet deadlines
Team-oriented with the ability to work independently
group id: 10105424
