Remote IT Service Desk Analyst - Customer-Focused Support

TALENT Software Services; California; On-site; USD 52,000 - 75,000; Full time

Job summary

TALENT Software Services is seeking a Service Desk Support Analyst to deliver customer-excellence-focused IT support. You will handle remote user issues, perform diagnostics, and provide end-user training across software and in-house tools in a fast-paced environment.

The role reports to the IT Supervisor, requires 1–2 years in a service desk, and experience with Active Directory, MS Exchange, Azure, and Office 365. Strong customer service skills are essential.

Qualifications

• 1–2 years of prior Service Desk experience in a high-volume IVR based call center preferred.
• Knowledge of Active Directory, Microsoft Exchange Admin Console, Azure, ServiceNow.
• Basic knowledge and troubleshooting of Microsoft Office 365 applications.
• MAC experience would be preferred but not required.

Responsibilities

• Provide remote support to users with technical problems and IT issues via telephone and chat.
• Diagnostics and troubleshooting of computers, network services, and peripherals for local and remote users.
• End-user support and general training in various software packages and in-house developed software.
• Provide ticket status updates and metric reports to management.
• Develop, document, implement, and audit SOPs and customer service guidelines for remote IT support.
• Increase production standards and CSAT goals.
• Assist with knowledge article creation.
• Be SME for critical business functions/services.
• Other duties as assigned.

Skills

Customer Service

Active Directory/MS Exchange

Windows 11

Education

Associate degree or equivalent experience

Tools

Azure

ServiceNow

Microsoft Exchange Admin Console

Job description

TALENT Software Services is seeking a Service Desk Support Analyst to deliver customer-excellence-focused IT support. You will handle remote user issues, perform diagnostics, and provide end-user training across software and in-house tools in a fast-paced environment.

The role reports to the IT Supervisor, requires 1–2 years in a service desk, and experience with Active Directory, MS Exchange, Azure, and Office 365. Strong customer service skills are essential.