Remote IT Service Desk Analyst I

REPUBLIC SERVICES, INC.; United States; Remote; USD 35,000 - 52,000; Full time

Benefits offered by this job

Medical benefits

Dental & Vision

Retirement plan with company match

ESPP

PTO

Job summary

Republic Services, Inc. is seeking a Service Desk Analyst I to provide first-level end-user support for applications, endpoints, and infrastructure.

You will serve as the single point of contact for users and document interactions and resolutions, routing incidents to the appropriate IT resources. The role requires clear communication, the ability to translate technical details for non-technical users, and experience with ticketing systems.

Qualifications

• 1+ year in a service desk, help desk, desktop support, or customer support role (IT preferred).
• Experience using a ticketing system to log, categorize, route and document work.
• Ability to translate technical steps into plain language for end users.

Responsibilities

• Respond to interactions via phone, email, self-service or chat and fulfill service requests.
• Diagnose and troubleshoot incidents on endpoints, enterprise apps, and installed software.
• Document interactions and resolutions in the IT Service Management tool.
• Escalate as needed and monitor progress until resolution to caller satisfaction.
• Escalation coordination with other IT resources and clear status updates to the team.
• Continuous improvement of call handling, documentation, and user experience.

Skills

End-user support

Ticketing system

Plain language communication

Technical translation

Education

High School Diploma or GED

Tools

ServiceNow

Job description

Republic Services, Inc. is seeking a Service Desk Analyst I to provide first-level end-user support for applications, endpoints, and infrastructure.

You will serve as the single point of contact for users and document interactions and resolutions, routing incidents to the appropriate IT resources. The role requires clear communication, the ability to translate technical details for non-technical users, and experience with ticketing systems.