Service Desk Analyst

K2 Services, LLC.; Pensacola (FL); On-site; USD 36,000 - 39,000; Full time

Benefits offered by this job

Health insurance

Matching 401(k)

Comprehensive training program

Job summary

A technology services company is looking for a Service Desk Analyst to work remotely in the U.S. The role involves serving as the first point of contact for customer support, handling various technical issues via phone, email, and chat. Ideal candidates will possess strong communication and customer service skills, with a high school diploma required. This position offers a training program and opportunities for advancement, along with competitive compensation ranging from $36k to $39k annually.

Qualifications

• High School Diploma or equivalent is required.
• Strong verbal, written, and typing skills are essential.
• Dependable team player is needed for a collaborative environment.

Responsibilities

• Serve as the first point of contact to customers seeking help.
• Provide over-the-phone, email, and chat support.
• Identify, diagnose, and resolve all customer issues.

Skills

Strong verbal communication

Excellent customer service skills

Analytical thinking

Multi-tasking

Education

High School Diploma or equivalent

Job description

Service Desk Analyst (Remote - U.S.)

Jumpstart your career in the dynamic Legal/IT sector with K2 Services as a Service Desk Analyst!

We offer a comprehensive training program to every incoming Service Desk Analyst to be successful in supporting our law firm clients.

K2 prepares you to work in a fast‑paced, agile, customer service‑oriented environment while working collegially and collaboratively with a world‑class Service Desk team.

Career opportunities abound both within the Service Desk Department and in more hands‑on engineering roles for those looking for a more technical tract.

Benefits include health insurance, matching 401(k), and many other perks.

Remote training: The first week will be spent with our dedicated Service Desk Training team Monday through Friday 9:00 AM to 5:30 PM CST before moving to your working shift schedule. This opportunity is remote.

Pay & Shift

• We are looking for candidates who are able to work any days of the week (any combination of days Monday through Sunday). 2nd and 3rd shift preferred.
• Compensation starts between $36k–$39k annual with a 10% shift differential for weekends and evenings after 5 PM.

Essential Duties and Responsibilities

• Serve as the first point of contact to customers seeking help for hardware, software, network, or other technical and non‑technical issues.
• Provide over‑the‑phone, email, and chat support.
• Identify, diagnose, and resolve all customer issues using documented troubleshooting items such as a knowledge base, previously reported issues, colleague experience, or by escalating to a higher level of support.
• Use screen‑sharing and remote‑control tools to properly assess, collect, and evaluate the customer’s reported issue.
• Properly ticket all customer requests with detailed information regarding the issue reported, ensuring accurate, descriptive, and complete information in all tickets.
• Maintain a regular and reliable level of attendance.

Knowledge, Skills, and Abilities

• High School Diploma or equivalent.
• Strong verbal, written, and typing skills.
• Excellent customer service skills, efficiency, multi‑tasking skills, and patience.
• Dependable team player who works collaboratively and cooperatively with others in a team‑oriented environment.
• Ability to act independently and make decisions within the scope of the position’s responsibilities.
• Professionalism with team members and end‑users; ability to function well in a high‑paced, sometimes stressful environment.
• Strategic and analytical thinking to troubleshoot and resolve issues rapidly and, when necessary, provide temporary solutions.
• Proactive approach to remote troubleshooting of computer/technical issues via remote control tools while asking pertinent questions.
• High initiative, follow‑through, and critical‑thinking skills with the ability to manage multiple priorities in a demanding, fast‑paced, meticulous work environment.

Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Will require Intune "Mobile Device Management" software installed on a personal device(s).

Equal Employment Opportunity (EEO) Statement

K2 SERVICES IS AN EQUAL OPPORTUNITY EMPLOYER — Diversity and inclusion matter to us. We celebrate our differences and advocate an environment where everyone feels included. We are proud to be an equal opportunity employer and celebrate our employees’ differences, including race, color, religion, sex, national origin, citizenship, marital status, sexual orientation, gender identity, age, disability, veteran status, or any other protected group status. Our differences make us better, stronger, and more successful. Equal employment opportunity extends to all aspects of the employment relationship, including hiring, transfers, promotions, training, terminations, working conditions, compensation, benefits, and other terms and conditions of employment. Opensity Solutions is also an equal opportunity employer. Employment decisions are based on qualifications, merit, and business needs.