Service Desk Analyst

Talentoma; Washington; Remote; USD 64,000 - 76,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Maternity leave

Bonus opportunities

Job summary

Talentoma in the United States is seeking an entry-level IT help desk contractor. The role handles calls, emails, and tickets, reviews issues, and guides employees through initial checks from a remote home office in Washington.

It requires a 40-hour weekly commitment and offers fully remote work with varying shifts. You will work under a service desk lead, use Freshservice for ticketing, and collaborate with technicians and system admins.

Qualifications

• High school diploma or equivalent.
• Basic understanding of operating systems, applications, hardware, and connectivity.
• Familiarity with IT help desk concepts and Freshservice.

Responsibilities

• Review incoming calls, emails, and tickets in a help desk system to identify issue, app, and requested assistance.
• Ask employees focused questions about errors and impact to gather context.
• Check ticket details, search related incidents, and assign category/priority using standard guidance.
• Document observations without assuming root cause; reference approved materials.
• Guide employees through initial checks and record results for analysis.
• Identify recurring symptoms by comparing new reports with existing incidents.
• Route deeper issues to technicians with context and messages.
• Monitor tickets, provide status updates, and communicate clearly to employees.
• Confirm service restoration and prepare handoff notes for unresolved issues.
• Review daily patterns and team metrics; focus on accuracy, turnaround, and follow-up.

Skills

Basic IT knowledge

Strong written and verbal comms

Asking focused questions

Summarizing findings

Freshservice familiarity

Education

High school diploma or equivalent

Tools

Freshservice

Job description

Monthly Pay

Monthly Pay: $5,765 - $6,801 USD per month

Summary

Each shift begins with the service desk queue: calls, emails, and tickets waiting for review and a clear next step. This entry level contract role reviews employee technology issues, identifies patterns, and helps the support team understand what needs attention first. The position sits within the IT support team, works under a service desk team lead, and collaborates with employees, technicians, and system administrators. This is a fully remote, desk-based opportunity to work from home in Washington, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities

• Review incoming calls, emails, and tickets in an IT help desk such as Freshservice, identifying the reported issue, affected application, and requested assistance.
• Ask employees focused questions about error messages, recent changes, and business impact so the support team has enough context to assess each request.
• Check ticket details for accuracy, search for related incidents, and assign the appropriate category and priority using established service desk guidance.
• Review basic operating system, application access, and connectivity symptoms against approved reference material, recording observations rather than making unsupported assumptions about causes.
• Guide employees through approved initial checks, such as restarting an application or confirming connection settings, and record the results for further analysis.
• Compare new reports with existing incidents to identify recurring symptoms, affected services, or possible wider disruptions, then flag findings to the service desk team lead.
• Route issues requiring deeper investigation to technicians or system administrators, including the reported impact, checks completed, and any relevant error messages.
• Monitor assigned tickets, follow up when information or updates are missing, and explain current status and next steps to employees in clear language.
• Confirm reported service restoration with the employee, update ticket outcomes, and prepare accurate handoff notes for unresolved issues before the shift ends.
• Review daily ticket patterns and service measures with the team lead; quality is judged by accuracy, turnaround, complete notes, appropriate routing, and consistent follow-up.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience in a service desk, technical support, or customer assistance setting is preferred.
• Basic understanding of operating systems, common workplace applications, computer hardware terminology, and internet connectivity concepts.
• Familiarity with incident categories, ticket priorities, service requests, and the purpose of an IT help desk such as Freshservice.
• Ability to compare information, recognize repeated symptoms, and summarize findings without overstating what the available evidence shows.
• Clear written and verbal communication for asking focused questions, explaining status, and preparing useful notes for technical colleagues.
• Willingness to follow approved support procedures, protect confidential workplace information, and ask the team lead for guidance when uncertain.
• A reliable computer, high-speed internet, and quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work from home in a desk-based service desk role.
• Structured onboarding and training on an IT help desk such as Freshservice, ticket review procedures, and escalation practices.
• Regular check-ins with the team lead to review questions, ticket examples, and progress.
• Opportunities to build incident analysis, technical communication, prioritization, and service reporting skills through daily support work.

Benefits

Benefits include health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.