Service Desk Analyst

Provalus is seeking a Help Desk / Service Desk Analyst to serve as the first point of contact for end users experiencing technical issues, providing timely, friendly, and effective IT support. You will troubleshoot hardware, software, and connectivity issues, guide users through solutions step by step, and document every interaction accurately in the ticketing system.

This is a great starting point for someone who enjoys solving problems and helping people: you will work under regular guidance from senior teammates and leadership as you build your technical troubleshooting skills, learn the client's systems and tools, and grow your IT support career.

All positions are full-time with set schedules, professional training and development, and opportunities for career advancement.

WHY WORK FOR PROVALUS

Provalus is a 100% U.S.-based company on a mission to create meaningful technology and customer experience careers in rural American communities where opportunities have traditionally been limited. Instead of sending work overseas, Provalus invests in small towns—building local Centers of Excellence (including locations such as North Wilkesboro, NC and Tahlequah, OK) and developing talent from within those communities.

Key Reasons to Join Provalus

1. Real Career Path, Not Just a Job Provalus hires people and actively develops them. Many team members start with customer support and advance into higher-level technical, quality, or leadership positions. On-the-job training is provided, and the company emphasizes skills growth and internal promotion.
2. Paid Training with No Experience Barrier Formal tech experience is not required for many entry-level roles. Provalus invests in training so you can learn systems, processes, and customer support skills while getting paid. This makes it an accessible starting point for people looking to build a long-term career in technology services.
3. Full-Time Stability and Benefits Positions are full-time with set schedules. Employees receive professional development support, opportunities for advancement, and a benefits package that includes COMPANY PAID HEALTHCARE.
4. Purpose-Driven Work in Your Community Provalus is built around revitalizing rural economies. Team members work for a company that deliberately chooses small-town locations and hires locally. For many employees, this means building a career close to home while contributing to the economic growth of their own community.
5. Supportive, Team-Oriented Environment. The culture emphasizes collaboration, mentoring newer team members, and continuous improvement. Employees are encouraged to share frontline insights that improve processes and customer experience.
6. Growing Company with Expanding Opportunities Provalus continues to open and expand sites across the U.S., creating more roles and advancement paths. As the company grows, high performers have increased opportunities to take on greater responsibility, move into specialized technical work, or step into leadership.

Who Thrives at Provalus

People who succeed here typically value clear structure, customer interaction, steady full-time work, and the chance to grow skills over time. Strong communication, reliability, a calm approach under pressure, and a willingness to learn are more important than prior technical

THE JOB

Responsibilities include:

• Frontline Support: Serve as the first point of contact for end users experiencing technical issues via phone, email, chat, or ticketing system.

• Troubleshooting: Diagnose and resolve hardware, software, and connectivity issues across desktops, laptops, printers, mobile devices, and remote access tools (e.g., VPN).

• Account Support: Perform password resets, account unlocks, and basic user account provisioning and de-provisioning.

• Software Support: Install, configure, and update software and applications according to standard procedures.

• Ticket Management: Log, track, and update tickets accurately and thoroughly in the ITSM/ticketing system, following each issue through to resolution.

• SOP & KB Usage: Follow documented SOPs, runbooks, and knowledge base (KB) articles to resolve common issues consistently and correctly.

• Escalation: Recognize when an issue requires specialized expertise, and escalated promptly to Tier 2/3 support or the appropriate team.

• Customer Service: Communicate clearly and patiently with end users, setting accurate expectations and providing a positive support experience.

• Productivity & Quality: Meet ticket volume, response-time, and resolution SLA targets set by the program.

• Knowledge Sharing: Contribute to knowledge base articles based on new issues encountered, helping build out the team's shared documentation.

• Additional Duties: Perform additional tasks as assigned; responsibilities are not intended to be all-inclusive and may be modified as business needs require.

Role Requirements include:

• Must have HS Diploma or GED.

• Ability to work onsite at the Provalus office. No remote positions are available currently.

• 0–1 year of experience in help desk, technical support, or customer service; equivalent training or education will be considered.

• Basic understanding of Windows and/or Mac operating systems, Microsoft Office, and common business applications.

• Strong customer service orientation with clear, patient verbal and written communication skills.

• Ability to troubleshoot methodically, follow documented procedures, and ask clarifying questions.

• Comfortable multitasking and navigating multiple systems and screens simultaneously.

• Reliable, coachable, and able to work effectively in a fast-paced environment.

Preferred Qualifications

• CompTIA A+ or similar entry-level IT certification.

• Experience with ITSM/ticketing platforms (e.g., ServiceNow, Zendesk, Freshservice, Ivanti).

• Basic familiarity with Active Directory, networking concepts, or remote desktop support tools.

• Prior experience in a call center, help desk, or technical support environment.

What Provalus Offers

• A structured entry point into an IT support career path, with room to grow into more advanced technical and leadership roles.

• Hands-on training in troubleshooting, ticketing systems, and IT support best practices.

• A mission-driven employer investing in the long-term growth of its people and community.

• Competitive hourly pay, performance incentives, and a comprehensive benefits package.

Job Type: Full-time Work Location: In person