Service Desk Analyst

Long View Systems; Houston (TX); Hybrid; USD 41,000 - 48,000; Full time

Benefits offered by this job

Comprehensive benefits from day one

3 weeks’ vacation to start

Recognition programs

Job summary

Long View Systems in Houston is seeking a Service Desk Analyst to deliver tier I support for IT and communications systems, with remote work option. You will log issues, analyze symptoms, and drive first-call resolutions while coordinating with Tier II when needed.

This role requires 1–3+ years of tech support, strong customer service, and overnight availability. Long View offers a competitive hourly rate, comprehensive benefits from day one, and a collaborative culture that values integrity,

Qualifications

• 1–3+ years in a technical support role providing tier I support.
• Proven ability to troubleshoot and resolve technical and procedural issues.
• Ability to adapt to fluctuating customer needs and high-stress situations.
• Ability to establish rapport with peers and customers.
• Proven ability to deliver superior customer service on calls and remotely.

Responsibilities

• Submit documented customer issues into a ticketing system.
• Analyze symptoms, determine urgency, provide resolution where possible.
• Dispatch to Tier II when needed and manage incident lifecycle.
• Assist with escalations and follow process improvements for service delivery.
• Work overnight shifts as required.

Skills

Troubleshooting

Customer service

Communication

Rapport building

Overnight shift

Tools

Ticketing system

Job description

Long View. A career that helps you get more out of life.

A Long View career helps you get more out of life. We don’t just say it, we prove it. Every day. We’re proud of our reputation as one of North America’s most dynamic IT providers — and we’re even prouder of our culture that allows our people to live life to its fullest. At Long View, we create an environment of collaboration and support, of innovation and enthusiasm, of inclusion and belonging. As a member of the Long View team, you’ll see how our company’s core pillars — Integrity, Competence, Value, and Fun — resonate through the workplace. And in a recent survey, 89% of Long View team members rated Long View as a good or great place to work!

Are you passionate about end user experience and want to put your exceptional customer service skills to use in a company that values FUN?

We are looking for a professional and eager Service Desk Analyst for our Houston branch and this role is open to remote.. You will have a direct impact on Long View's customer success through leading the delivery of service excellence, while working with a diverse team servicing clients across the globe. You will provide tier I support for all IT and communications systems in use with the service desk.

A Day in the Life:

• Submit fully documented customer issues into a ticket management system
• Analyze the symptoms, determine the urgency and where possible, provide resolution to the issue
• Dispatch an incident to the appropriate Tier II support group when first call resolution is not possible, and manage the incident through its lifecycle
• Understand and assist with all internal and external escalations
• Continue to look for process improvement opportunities, and follow up with peers and leads in improving service delivery

What You Bring:

• 1-3+ years of experience in a technical support role providing tier I support in a service desk or help desk role
• Proven ability to troubleshoot and resolve technical and procedural issues
• Ability to adapt to fluctuating customer needs and manage high stress situations while reacting quickly and professionally
• Capability to establish rapport among peers and colleagues
• Proven ability to provide superior customer service both on and off of the phone
• Ability and willingness to work an overnight shift

Why Work at Long View:

• Great people and culture
• Comprehensive benefits package from day one
• 3 weeks’ vacation to start
• Recognition programs

$30 - $35 an hour

Expected pay is 30-35/hr for the duration of the contract.

Benefits

Long View Systems (LVS) is proud to offer a comprehensive benefits package to eligible, full-time employees who work 30 or more hours per week. You share the costs of some benefits (medical/prescription, dental, vision) and LVS provides other benefits at no cost to you (group life insurance, accidental death & dismemberment insurance, short-term disability, and long-term disability). In addition, there are voluntary benefits with reasonable group rates that you can purchase through LVS payroll deductions (supplemental life insurance, Flexible Spending Accounts, accident insurance, and critical illness insurance).

Benefits Offered

• Medical
• Accident Insurance
• Critical Illness Insurance
• Dental
• Vision
• Health Savings Account (HSA) (LVS contributes $500 per plan year)
• Flexible Spending Account (FSA)
• Short-term Disability
• Long-term Disability
• Life Insurance
• Accidental Death & Dismemberment
• Voluntary Life and Accidental Death & Dismemberment
• Retirement Savings 401(k) (LVS contributes 5% of previous year’s W2 earnings) and ROTH
• Discount Program
• Employee Assistance Program

Long View’s mission of building the best and most sustainable team-driven organization requires dedicated and ambitious people. Through employee resource groups, impactful and effective conversations, townhalls and various company-wide training, including how to reduce unconscious bias, we are fostering an inclusive environment. We are committed to taking consistent, positive and lifelong action to be a diverse and equitable workplace because we know that the most effective companies are made up of people with varied identities, experiences and backgrounds.

Long View is an equal opportunity employer. If you have any accommodation requests for your interview or the role, please let your friendly Recruiter know