Hybrid IT Service Desk Analyst - 1st Line Support

AppLab Systems, Inc; Tempa (WV); Hybrid; USD 30,000 - 44,000; Part time

Job summary

AppLab Systems, Inc. is seeking an IT Service Desk Analyst in Tampa, FL for a 6+ month contract. Responsibilities include Level 1/1.5 triage, password resets, and hardware/software support across geographies. The role requires strong communication and experience with ITSM tools like ServiceNow.

The candidate should be proficient in Windows and mobile OS troubleshooting, with the ability to provide remote solutions and create knowledge content. Shift rotations and onsite/hybrid work are included.

Qualifications

• 1-5 years of IT technical support experience.
• Strong Windows troubleshooting; iOS/Android knowledge.
• Experience with ServiceNow ticketing system.
• Willing to work in a 12x7 shift rotation.

Responsibilities

• Provide Level 1/L1.5 triage and resolutions (password resets, account unlocks).
• Offer hardware and software support (MS Office, VPN, Citrix, SCCM, Amazon Workspaces).
• Deliver first-level resolutions using SOPs and knowledge base articles.
• Communicate proactively with customers to ensure speedy resolution.
• Create or request knowledge articles when needed.
• Provide remote assistance and explain solutions to non-technical users.

Skills

Communication skills

ServiceNow

Windows troubleshooting

Mobile OS knowledge

Education

Bachelors degree in CS

IT diploma

Tools

ServiceNow

Job description

AppLab Systems, Inc. is seeking an IT Service Desk Analyst in Tampa, FL for a 6+ month contract. Responsibilities include Level 1/1.5 triage, password resets, and hardware/software support across geographies. The role requires strong communication and experience with ITSM tools like ServiceNow.

The candidate should be proficient in Windows and mobile OS troubleshooting, with the ability to provide remote solutions and create knowledge content. Shift rotations and onsite/hybrid work are included.