Remote IT Service Desk Analyst

Overview

We are searching for a technically proficient and customer-oriented Service Desk Analyst to join our dynamic support team. This role involves providing immediate assistance to end users across multiple service areas in a structured, fast-paced environment. The position requires flexibility to work extended hours including weekends and holidays as part of a rotating schedule.

Key Responsibilities

• Serve as the initial point of contact for customer technical issues, delivering timely resolutions.
• Escalate unresolved problems appropriately to higher-level support.
• Manage and route issues to the relevant teams for resolution.
• Maintain accurate customer records and generate activity reports.
• Guide users through troubleshooting procedures effectively.
• Follow up with users to ensure problems are fully resolved and provide constructive feedback.
• Consistently deliver excellent customer service that exceeds expectations.
• Ensure thorough documentation and proper case closure.
• Suggest improvements to existing processes and procedures.
• Continuously enhance your knowledge of service desk products, services, and protocols.

Working Hours

• Monday to Friday: 7:00 AM – 7:30 PM CST
• Saturday: 6:00 AM – 6:30 PM CST
• Sunday: 6:00 AM – 5:30 PM CST

Applicants must be available for rotating shifts within these times, including weekends and public holidays, as required.

Compensation & Contract

• Hourly pay: 6.50 USD
• Payments made weekly in arrears
• Independent contract position

Technical Requirements

• A stable wired fiber optic Ethernet internet connection is mandatory (Wi-Fi only connections will not be accepted)
• A backup power source, such as UPS or inverter, to ensure uninterrupted connectivity
• Quality professional headset with microphone for clear communication
• Dual monitor setup is preferred for enhanced productivity and workflow management

Hiring Process

• Resume review accompanied by a pre-screening questionnaire
• Mandatory one-way video interview
• Live pre-screen interview conducted via Teams
• Final client interview via Teams

Only candidates who complete the questionnaire and one-way video interview will proceed in the hiring process. Please submit resumes in English.

Required Experience & Qualifications

• High school diploma, GED, or equivalent in Science, IT, or related discipline, or equivalent professional experience in IT/Desktop Support
• At least two years of experience in an End User Services role
• Strong composure and customer focus during technical troubleshooting
• Capability to prioritize and multitask in a demanding environment
• Proven ability to collaborate effectively within team settings
• Flexible availability including holidays and weekends
• Proficiency in spoken and written English
• Basic proficiency with hardware, software, and user provisioning/administration
• Skills in troubleshooting and problem-solving
• Experience managing Windows and iOS operating systems
• Knowledge of infrastructure tools such as Meraki, O365, Azure AD, Workspace One, and Bomgar
• Familiarity with Service Desk software, specifically ServiceNow
• Understanding of ITIL and service management methodologies
• Effective communication skills with technical teams, business partners, and users
• Strong organizational skills to handle multiple tasks with attention to quality and detail

Preferred Experience

• Background in help desk or customer support roles
• Experience with computer networking and internet applications