Desktop Support & IT Service Desk Analyst

Openkrill

United States

Remote

USD 42,000 - 64,000

Full time

14 days+

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Job summary

Openkrill is seeking an IT Support Analyst to provide first-line IT Service Desk support across our organization. You will onboard/offboard staff, triage queries, and escalate to senior teams as needed.

The role emphasizes strong communication, basic troubleshooting in a Windows environment, and maintaining a knowledge base. You will collaborate with the Service Delivery and Infrastructure teams to maintain uptime and service quality.

Qualifications

Degree or diploma in IT desirable.
Experience in a customer service environment.
Team oriented in a fast-paced environment.

Responsibilities

First line IT support via phone, email, service desk and in person.
Onboarding/offboarding and triaging queries in the ticketing system.
Troubleshoot basic technical issues including account/access problems.
Maintain knowledge base of common problems for customer access.
Escalate cases to 2nd level support when required.
Take ownership of tickets: tracking, monitoring, follow-up, prioritization, escalation.
Review and resolve helpdesk requests with a focus on root-cause resolution.
Develop and maintain relationships with stakeholders on policy and operations.
Support Service Delivery and Infrastructure Team to achieve high uptime with system status updates.
Manage hardware asset registers to control stock levels.
Model the organization's values (Accountability, Care, Team).