Service Desk Analyst

Job Posting

Pay Range: $35hr - $40hr

Requirement/Must Have:

• Strong troubleshooting skills for hardware and software issues.
• Experience providing customer-facing technical support.
• Ability to escalate issues appropriately to higher support levels.

Experience:

• Minimum of 2 years of computer and customer support experience.
• Prior IT support experience preferred.
• Government IT experience preferred.

Responsibilities:

• Monitor and manage the service desk ticket queue.
• Provide technical support via phone, chat, email, remote tools, or in person.
• Troubleshoot and resolve common hardware and software issues.
• Determine appropriate solutions based on customer-reported issues.
• Escalate complex issues to Level 2 or Level 3 support teams.
• Configure agency-specific software applications.
• Maintain accurate records of issues, resolutions, and fixes.
• Document system changes, improvements, and troubleshooting procedures.
• Collaborate with IT teams and vendors for application and product support.
• Create and maintain knowledge base articles for the customer service portal.

Should Have:

• Strong customer service orientation.
• Ability to work effectively with technical and non-technical users.

Skills:

• IT service desk support.
• Hardware and software troubleshooting.
• Basic networking concepts.
• Operating system support.
• Technical documentation.
• Customer communication.

Qualification and Education:

• Associate degree or equivalent combination of education and experience.