Service Desk Analyst

Service Desk Analyst Provide comprehensive support for end‑users via phone, email, and chat in a 24x7 global environment. The role involves password resets, troubleshooting, ticket triage, and resolution of technical issues. Location United States, Maryland, Catonsville Responsibilities • Handle inbound contacts from users across the globe. • Resolve issues ranging from simple password resets to complex troubleshooting. • Use ticketing tools to log and track incidents. • Work remotely, but attend onboarding training onsite (first two weeks). • Support a hybrid schedule: Monday–Thursday in‑office, Friday remote. • Maintain high standard of customer service and urgency. Qualifications & Experience 1–2 years of helpdesk or call‑center experience 1–2 years using help‑desk ticketing tools (e.g., ServiceNow, Ivanti) Experience supporting remote end‑users Strong teamwork and communication skills Technical Skills Walk‑through of common Windows issues Active Directory and domain hierarchy knowledge Microsoft Windows OS proficiency Microsoft Office (Word, Excel, Outlook, PowerPoint, Teams) VPN client troubleshooting Effective written and oral communication Ability to research knowledge bases and past tickets for solutions Non‑Technical Requirements Excellent people skills and ability to communicate with users of all technical levels Active listening to understand user needs Sense of urgency to restore user productivity Hardware & Environment Personal secure and quiet workspace High‑speed internet connection (no hotspots or public Wi‑Fi) Cell phone with good reception Headset for clear audio during calls (USB headset will be provided) Hours & Schedule Monday–Thursday in‑office (9:00 a.m.–6:00 p.m.) with Friday remote. Shift lasts 9 hours. Compensation & Benefits Pay : $20.00 – $22.00 per hour (contract position) Benefits (eligible for the temporary role) : Medical, dental & vision Critical illness, accident, and hospital coverage 401(k) retirement plan – pre‑tax and Roth post‑tax contributions Life insurance (voluntary life & AD&D for employee and dependents) Short‑term & long‑term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time off/leave (PTO, vacation or sick leave) Equal‑Opportunity Statement The company is an equal‑opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. Application Deadline This position is anticipated to close on June 20, 2026. #J-18808-Ljbffr