Remote Service Desk Analyst: Level-1 Support

S R International Inc; Phoenix (AZ); On-site; USD 52,000 - 65,000; Full time

Job summary

S R International Inc is seeking a Service Desk Analyst to join the team in a fast-paced call-center-like environment. The role focuses on level-one support for agency staff, including desktop, software, and account assistance, responding to calls, emails, and chats.

The ideal candidate will have hands-on desktop support experience and familiarity with Active Directory, Google Workspace, VPN, and virtual desktops. Training and growth opportunities are available in a dynamic IT environment.

Qualifications

• 2 years’ experience providing technical support in a call center environment.
• 2 years’ experience providing hands-on desktop support.
• Advanced technical training (A+, Microsoft, Google, Hardware, Software, customer service) preferred

Responsibilities

• Provide level-one hardware, software, voice, and network help desk support to agency personnel.
• Troubleshoot issues using all available tools and resources.
• Be the primary contact for status of assigned tickets until resolution.
• Escalate incidents that cannot be resolved at the Service Desk.
• Create and document tickets with accurate customer information and actions taken.

Skills

Level-One support

Customer service

Call center environment

Active Directory

Remote desktop

ServiceNow

Google Workspace

Windows OS

Microsoft Office

Tools

Remote desktop

Job description

S R International Inc is seeking a Service Desk Analyst to join the team in a fast-paced call-center-like environment. The role focuses on level-one support for agency staff, including desktop, software, and account assistance, responding to calls, emails, and chats.

The ideal candidate will have hands-on desktop support experience and familiarity with Active Directory, Google Workspace, VPN, and virtual desktops. Training and growth opportunities are available in a dynamic IT environment.