Service Desk Analyst - Fast IT Support & Access Mgmt

Jobtailor; Alabama; On-site; USD 38,000 - 52,000; Full time

Job summary

Jobtailor is seeking an IT Support/Help Desk professional in the United States (Alabama) to serve as the primary contact for users needing technical assistance. You will handle EUC requests via phone or self-service, document needs, resolve incidents, and contribute to a knowledge base.

You will collaborate with IT teams, manage access, and mentor junior staff. Requirements include a high school diploma, 1–2 years in customer service and IT call center support, Active Directory and TCP/IP

Qualifications

• High school diploma or equivalent.
• 1–2 years of customer service experience.
• 1–2 years of experience supporting an IT call center.
• Working knowledge of Active Directory.
• Working knowledge of TCP/IP protocols.
• Excellent interpersonal and customer service skills.
• Problem-solving and critical-thinking skills.
• Excellent written and verbal communication skills.
• Ability to quickly diagnose and resolve technical issues.
• Exceptional teamwork skills.
• Ability to act independently as needed.
• Must pass a California Law Enforcement Telecommunications (CLETS) background check.
• Authorization to work in the United States.
• A+ certification preferred.

Responsibilities

• Serve as the primary point of contact for users seeking technical support
• Field incoming end-user EUC requests by phone, self-service, or other standard communication channels
• Document customer needs and issues in the service tracking tool
• Resolve incidents and requests using known solutions, support tools, and remote login tools
• Create and maintain Knowledge Base articles for troubleshooting, resolution, and routing
• Partner with other IT functions to support customers and investigate issues
• Route incident and request tickets and coordinate with other staff
• Create, maintain, and retire user access, login accounts, and application access
• Liaise between customers and technical escalation teams
• Mentor junior team members
• Act independently as needed
• Perform other duties as assigned

Skills

Technical Support

Active Directory

TCP/IP Protocols

Customer Service Experience

A+ Certification

Education

High school diploma

Tools

Service Tracking Tool

Remote Login Tools

Job description

Jobtailor is seeking an IT Support/Help Desk professional in the United States (Alabama) to serve as the primary contact for users needing technical assistance. You will handle EUC requests via phone or self-service, document needs, resolve incidents, and contribute to a knowledge base.

You will collaborate with IT teams, manage access, and mentor junior staff. Requirements include a high school diploma, 1–2 years in customer service and IT call center support, Active Directory and TCP/IP