IT Service Desk Analyst

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

Job Title: IT Service Desk Analyst

Location: Tampa, FL

Mode : Contract (6+ Months) Onsite/Hybrid

Job Role And Responsibilities

• Perform technical support to client via telephone, chat, emails, or self-service tickets across all geographies.
• Provide Level 1/L1.5 triage and resolutions such as password resets and account unlock for reported incidents and requests ensuring 100% compliance with Internal policies and procedures.
• Provide hardware and software support to users which includes application supports like MS Office, Citrix, VPN, SCCM, Amazon Workspaces etc.,
• Provide clients with a first level resolution, where possible, leveraging standard operating procedures or work instructions.
• Perform customer call backs as required.
• Provide remote solutions to problems, inquiry problems, and explain the solution in such a way that non-technical users understand.
• Build knowledge articles, or flag the need for such content, when relevant knowledge articles are not available.
• Taking Ownership for the Tickets/Request and communicating with customers on a regular basis to ensure speedy resolution.
• Hands on experience on ServiceNow/SNOW/Remedy Now/ any ITSM tool
• Meet Service level agreements like response and resolution time, ASA (Average Speed of Answering), (Average Handling Time for a Ticket/Request) AHT and (Customer Satisfaction) CSAT.
• Providing refreshers to new members onshore and offshore
• Managing and Providing support to different LOB's during requirement
• Basic understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues
• Knowledge of Mobile OS like iOS, iPadOS & Android

Eligibility Criteria

• Strong Oral and Written communication skills in all the languages required and known.
• Should have 1-5 Years of work experience in IT Technical Support / Service Desk will be preferred.
• Excellent Knowledge and working experience on Windows / iOS & Android OS troubleshooting related issues. Basic skill on MAC OS.
• Experience with ServiceNow Ticketing System
• Open to work in 12*7 Work Environment with rotational Shifts and Week-Offs
• Bachelor's degree in computer science or a similar field, IT Diploma holders are also preferred.