Remote IT Service Desk Analyst

Netrix, LLC; United States; Hybrid; USD 45,000 - 60,000; Full time

Job summary

Netrix Global is seeking a Service Desk Analyst I for a remote United States-based role. You will provide tier-one support via calls, emails, and chat, troubleshoot issues, and document resolutions in the ITSM system.

The role emphasizes high first-call resolution, incident management, and customer satisfaction. Ideal candidates have 1–3 years in a fast-paced service desk environment, knowledge of Outlook/O365, and excellent communication skills.

Qualifications

• 1–3 years in a Help Desk/Service Desk or similar IT role.
• Experience with Outlook/O365 and Office apps in a networked environment.
• Ability to document incidents accurately in ITSM systems.
• Willingness to work 24/7 shifts as needed.

Responsibilities

• Provide timely and accurate tier one technical support via calls, chat, and email.
• Document incidents and troubleshooting steps in the ITSM system.
• Monitor tickets and ensure timely resolution and customer satisfaction.
• Assist with user account management and related tasks, including potential on-site support.

Skills

Help Desk Experience

Customer Service

Time Management

Ticketing Systems

Communications

Education

College degree or technical school

Tools

Outlook/O365

Office Applications

Job description

Netrix Global is seeking a Service Desk Analyst I for a remote United States-based role. You will provide tier-one support via calls, emails, and chat, troubleshoot issues, and document resolutions in the ITSM system.

The role emphasizes high first-call resolution, incident management, and customer satisfaction. Ideal candidates have 1–3 years in a fast-paced service desk environment, knowledge of Outlook/O365, and excellent communication skills.