IT Service Desk Analyst

American Logistics; United States; Remote; USD 45,000 - 60,000; Full time

Job summary

American Logistics is looking for a Service Desk Analyst to provide technical support to internal employees and clients. Responsibilities include assisting with technical issues, managing internal tickets, and collaborating with departments to meet IT needs.

The ideal candidate should have excellent technical skills, familiarity with Microsoft Office, and strong communication abilities. Must have a High School Diploma or GED and a valid US Driver’s License.

Qualifications

• Excellent technical skills with PCs.
• Direct experience with contracts and regulatory agencies.
• Excellent written and verbal communication skills.

Responsibilities

• Assist internal employees and external customers with technical issues.
• Update/manage/resolve internal tickets within incident tracking system.
• Participate in a rotating 24/7 on-call schedule for critical incidents.

Skills

Technical proficiency

Effective Time Management

Problem Solving/Analysis

Critical thinking

Detail oriented

Ethical Conduct

Strategic Thinking

Education

High School Diploma or GED

Tools

Microsoft Office Suite

Job description

Overview

The Service Desk Analyst is responsible for technical support for internal and external employees and clients via email, phone and other methods. This position requires familiarity with a variety of the organization's concepts, practices and procedures, as well as proper experience and judgement to plan and accomplish goals.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Primary Duties

• Assisting internal employees and external customers with technical issues.
• Update/manage/resolve internal tickets within the company’s incident tracking system and maintain all records as necessary.
• Accelerate complex cases to the Sr. Service Desk Analyst.
• Train, coach and advise employees on proper program usage and log in.
• Perform test and updates to programs as required.
• Collaborate with internal departments to ensure IT needs are met.
• This role requires participating in a rotating 24/7 on-call schedule to provide immediate support for critical system incidents during evenings, weekends, and holidays.
• Detail oriented
• Effective Time Management
• Ethical Conduct
• Problem Solving/Analysis
• Strategic Thinking
• Technical proficiency
• Ability to maintain confidentiality
• Critical thinking and evaluating

Required/Preferred Education and Experience

• Excellent technical skills with PC’s
• Familiarity with Microsoft Office Suite (i.e. Word, Excel, Outlook, Sharepoint, etc.)
• Direct experience working with contracts, policies, and/or regulatory agencies
• Excellent written and verbal communication skills
• Strong reporting abilities
• High School Diploma or GED
• Valid US Driver’s License