Service Desk Analyst
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Job Location:
Iowa Falls, IA - USA
Monthly Salary:
Not Disclosed
Posted on:
19 hours ago
Vacancies:
1 Vacancy
Job Summary
We are seeking a proactive and customer-focused Service Desk Analyst to join our remote IT support this role you will serve as the first point of contact for technical support assisting users with hardware software and system-related issues while ensuring a high level of customer satisfaction.
The ideal candidate has strong troubleshooting skills excellent communication abilities and experience supporting users in a fast-paced remote environment.
Key Responsibilities
* Serve as the first line of support for IT-related inquiries via phone email and chat
* Diagnose and resolve hardware software network and system issues
* Log track and manage incidents and service requests using ticketing systems
* Escalate complex issues to appropriate technical teams when necessary
* Support remote users with system access password resets VPN and application issues
* Maintain accurate documentation of incidents resolutions and processes
* Monitor system alerts and respond to service disruptions in a timely manner
* Assist with onboarding/offboarding tasks including account setup and equipment coordination
* Ensure compliance with IT policies security standards and service-level agreements (SLAs)
Required Qualifications
* High school diploma or equivalent (Associates or Bachelors degree in IT or related field preferred)
* 2 years of experience in IT support help desk or service desk roles
* Strong knowledge of Windows/macOS environments and common business applications
* Familiarity with ticketing systems (e.g. ServiceNow Zendesk Jira Service Management)
* Basic understanding of networking concepts (VPN DNS TCP/IP)
* Excellent problem-solving and troubleshooting skills
* Strong communication and customer service skills
* Ability to work independently in a remote environment
* Must be legally authorized to work in the United States (valid U.S. work permit required)
Preferred Qualifications
* IT certifications such as CompTIA A Network or ITIL Foundation
* Experience supporting cloud-based tools (Microsoft 365 Google Workspace)
* Familiarity with remote desktop tools and endpoint management systems
* Experience in a fully remote or distributed support team
What We Offer
* Competitive hourly pay
* Flexible remote work environment
* Paid training and professional development opportunities
* Supportive and collaborative team culture
* Career growth and advancement opportunities
* Exposure to modern IT tools and technologies.
