Remote Service Desk Analyst – Enterprise IT Support

Ogletree Deakins; Greenville (SC); Remote; USD 52,000 - 76,000; Full time

Benefits offered by this job

401(k) matching

Paid time off

Health insurance

Dental & vision

Job summary

Ogletree Deakins is seeking an experienced Service Desk Analyst to provide first- and second-level technical support across hardware and software. The role emphasizes excellent customer service, clear communication, and efficient issue resolution from a remote-capable, enterprise environment.

Work hours are Monday–Friday, 10 am–7 pm ET, with occasional overtime for 24/7 coverage. The candidate must reside in a state with a firm office, and compensation varies by location with strong benefits.

Qualifications

• A four-year technical degree or equivalent work experience.
• 4+ years of Service Desk experience in a fast-paced enterprise environment.
• 4+ years of Microsoft product support experience, including Windows and Office 365.
• Excellent customer service and communication skills (face-to-face, phone and email).
• Independent analysis, troubleshooting, and multi-issue handling ability.
• Strong sense of urgency and quick triage capabilities.
• Curiosity about technology and ongoing learning.

Responsibilities

• Logs all help desk calls and email requests into the ITSM system; updates incidents daily.
• Analyzes, troubleshoots, and resolves issues aiming for high first-call resolution.
• Escalates incidents appropriately when needed and provides workarounds.
• Follows up to ensure resolution and fulfills requests.
• Maintains and contributes to the IT Service Management knowledge base.
• Participates in testing of new applications and special projects.

Skills

Customer service

Communication

Troubleshooting

Multi-tasking

Teamwork

Education

Four-year technical degree or equivalent

Tools

Windows 10/11

Office 365

Intune

Azure

Active Directory

ShareFile

VPN/Citrix

Job description

Ogletree Deakins is seeking an experienced Service Desk Analyst to provide first- and second-level technical support across hardware and software. The role emphasizes excellent customer service, clear communication, and efficient issue resolution from a remote-capable, enterprise environment.

Work hours are Monday–Friday, 10 am–7 pm ET, with occasional overtime for 24/7 coverage. The candidate must reside in a state with a firm office, and compensation varies by location with strong benefits.