IT Service Desk Analyst

AgileGrid Solutions; United States; Remote; USD 34,000 - 45,000; Full time

Benefits offered by this job

Remote work

Job summary

Jobrapido seeks a dedicated IT Service Desk Analyst to join our remote team, providing first- and second-level support for internal employees across hardware, software, connectivity, and access issues. You will assist via phone, chat, and Slack, documenting steps and resolutions in ServiceNow.

Proficiency in Windows, Office 365, Active Directory, and VPN is required, with experience in endpoint management. This role follows PST hours and emphasizes strong customer service in a fast-paced

Qualifications

• Experience in a Service Desk or Desktop Support role.
• Proficient in supporting Microsoft Windows in a corporate environment.
• Hands-on experience with Office 365 environments.
• Familiarity with Active Directory user administration and VPN connectivity.
• Knowledge of ServiceNow for incident management and endpoint management tools for software deployment.

Responsibilities

• Provide first- and second-level technical support to internal employees across hardware, software, connectivity, and access issues.
• Troubleshoot Windows, Office 365, VPN, hardware, and peripherals to minimize disruption to users.
• Support users via phone, chat, and Slack with professional communication and documentation.
• Document incidents, resolutions, and steps in ServiceNow for knowledge sharing.
• Manage Active Directory accounts, security groups, and permissions following security policies.
• Deploy and update software and security patches using endpoint management tools.
• Create and maintain knowledge base articles to improve self-service and team efficiency.
• Identify root causes of recurring issues and explain solutions clearly.

Skills

Windows support

Office 365

Active Directory

VPN

ServiceNow

Endpoint management

Troubleshooting

Customer service

Tools

ServiceNow

Endpoint management tools

Job description

About The Company

Jobrapido is a leading global job search engine dedicated to connecting job seekers with opportunities across various industries and locations. With a commitment to innovation and excellence, Jobrapido leverages cutting-edge technology to provide a seamless and efficient platform for millions of users worldwide. Our mission is to empower individuals in their career journeys by offering comprehensive job listings, personalized recommendations, and a user-friendly experience. As a company, we value diversity, inclusion, and continuous improvement, fostering a collaborative environment where talent can thrive and make a meaningful impact.

About The Role

We are seeking a dedicated and customer-focused IT Service Desk Analyst to join our dynamic team remotely. This role is essential in providing first- and second-level technical support to our internal employees, ensuring smooth and efficient operations across our enterprise environment. The successful candidate will be responsible for troubleshooting a wide range of hardware, software, connectivity, and access issues, delivering exceptional support through various communication channels including phone, chat, and Slack. This position offers an exciting opportunity for individuals who enjoy problem-solving, working in a fast-paced environment, and taking ownership of technical issues from inception to resolution. The role requires flexibility to cater to PST working hours, ensuring support availability during our operational hours.

Qualifications

The ideal candidate should possess prior experience in a Service Desk or Desktop Support role, demonstrating strong technical expertise and a customer-centric approach. Proficiency in supporting Microsoft Windows operating systems in a corporate setting is essential, along with hands-on experience managing Office 365 environments. Candidates should have familiarity with Active Directory user administration and experience supporting VPN connectivity. Knowledge of ServiceNow for incident management, as well as endpoint management tools for software deployment and updates, is highly desirable. Strong troubleshooting and diagnostic skills, coupled with excellent written and verbal communication abilities, are critical for success. The candidate must be adaptable, able to work efficiently in a fast-paced support environment, and possess a strong customer service mindset.

Responsibilities

• Provide timely and effective first- and second-level technical support to internal employees, resolving hardware, software, connectivity, and access issues.
• Troubleshoot and resolve issues related to Windows, Office 365, VPN, hardware, and peripherals, ensuring minimal disruption to user productivity.
• Support users via phone, chat, and Slack, maintaining professional communication and documentation standards.
• Document incidents, resolutions, and troubleshooting steps accurately in ServiceNow to facilitate knowledge sharing and future reference.
• Manage user accounts, security groups, and permissions within Active Directory, ensuring compliance with security policies.
• Deploy and update software, patches, and security updates using endpoint management tools.
• Install, configure, and maintain hardware components and peripherals, ensuring optimal performance.
• Assist with security and encryption-related issues, supporting organizational data protection measures.
• Create, update, and improve knowledge base articles to enhance team efficiency and user self-service capabilities.
• Identify root causes of recurring issues and communicate technical solutions clearly to both technical and non-technical stakeholders.
• Take ownership of support requests, managing them through to resolution while providing excellent customer service.
• Collaborate with team members to resolve complex or aging incidents, ensuring prompt and effective solutions.

Benefits

At Jobrapido, we recognize the importance of supporting our team members. This role offers competitive compensation at $29/hr, with the potential for contract extension based on performance and organizational needs. As a remote position, it provides flexibility to work from anywhere within the PST time zone, promoting work-life balance. The company fosters a collaborative and inclusive environment, encouraging continuous learning and professional development. You will have access to resources and tools necessary to succeed in your role, along with opportunities to contribute to impactful projects within a global organization. Additionally, our culture emphasizes recognition, innovation, and growth, ensuring our employees feel valued and empowered to make a difference.

Equal Opportunity

Jobrapido is an equal opportunity employer committed to fostering an inclusive and diverse workplace. We do not discriminate based on race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, disability, or any other protected characteristic. We believe in creating a supportive environment where all employees can thrive and contribute their unique perspectives. We encourage applications from individuals of all backgrounds and experiences who are passionate about technology and customer support.