Remote Service Desk Analyst - Government IT Support

IQUASAR LLC; Oregon; Hybrid; USD 25,000 - 39,000; Full time

Job summary

iQuasar LLC is hiring a Service Desk Analyst to provide remote support for federal government systems. The role emphasizes phone and electronic communications, primarily from a remote, contract setting. Candidates must reside within an hour of Washington, D.C.

or Denver, CO and have at least 2 years in customer service. The position requires HDI Analyst Certification within 90 business days of hire, strong communication skills, and experience with ticketing tools like Jira or ServiceNow.

Qualifications

• High school diploma or equivalent; Bachelor’s degree preferred.
• Must reside within an hour's commute of Washington, DC or Denver, CO.
• Minimum of 2 years in customer service; service desk or call center experience preferred.
• HDI Analyst Certification (e.g., CSA, SCA, DST) required within 90 business days of hire.
• Strong critical thinking abilities.
• Excellent active listening and communication skills.
• Experience with ticketing applications (Jira, ServiceNow, or other customer service tracking systems).
• Familiarity with BMC Remedy Service Management preferred.
• Experience providing technical support for any HR based IT applications preferred.
• This role requires a clearance. Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for a minumum of 3 years to obtain

Responsibilities

• Handling incoming phone requests from customers
• Handling incoming electronic requests (Chat, Email, and Fax) from customers
• Creating, tracking, and resolving Human Resources (HR) application incidents and service requests
• Fulfilling customer requests in a timely manner to meet Service Level Agreements (SLAs)
• Researching customer requests to ensure accurate information and resolutions are provided
• Escalating customer requests that cannot be handled at the Service Center to the appropriate support team
• Using customer service skills to clarify customer issues and requests to ensure proper resolution or escalation
• Creating, updating, and retiring service center knowledge documentation
• Attend and participate in team meetings to surface and discuss process improvements and service offering changes

Skills

Customer service

Active listening

Communication skills

Problem solving

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Jira

ServiceNow

Remedy

Job description

iQuasar LLC is hiring a Service Desk Analyst to provide remote support for federal government systems. The role emphasizes phone and electronic communications, primarily from a remote, contract setting. Candidates must reside within an hour of Washington, D.C.

or Denver, CO and have at least 2 years in customer service. The position requires HDI Analyst Certification within 90 business days of hire, strong communication skills, and experience with ticketing tools like Jira or ServiceNow.