Service Desk Analyst I

republic; United States; Remote; USD 40,000 - 56,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Health savings accounts

Disability and life insurance

Employee assistance program

Discounts

Retirement savings with employer match

Employee stock purchase plan

Paid time off

Job summary

republic is seeking a dedicated IT support professional to serve as the first point of contact for employees, handling inquiries, service requests, and incidents across endpoints and applications. The role emphasizes accurate case documentation, timely resolutions, and cross-team coordination to enhance user satisfaction.

The ideal candidate will have at least one year in service/desktop support, familiarity with ticketing systems, and the ability to explain technical steps to non-technical

Qualifications

• High school diploma or GED.
• At least 1 year in service desk, help desk, desktop support, or customer support; IT support experience is preferred.
• Experience troubleshooting modern endpoint hardware and software.
• Familiarity with a ticketing system for logging, categorizing, routing, and documenting work.
• Ability to explain technical steps clearly to people without a technical background.
• Must live in Georgia. The position is not eligible for work visa sponsorship.

Responsibilities

• Respond to support requests via phone, email, chat, or self-service channels, and fulfill service requests.
• Diagnose common hardware, application, and software issues; research unfamiliar problems using available documentation and team expertise.
• Record requests, troubleshooting steps, and outcomes in a ticketing system, and route or escalate cases when needed.
• Track escalated incidents through resolution and keep users, teammates, and managers informed of progress.
• Contribute to better support practices by improving call handling, case documentation, and the end-user experience.

Skills

Customer support

Clear communication

Education

High school diploma or GED

Tools

Ticketing system

Job description

Role overview

Provide first-line IT support to employees, serving as their initial contact for questions, service requests, and technical incidents. The work spans endpoint devices, business applications, and locally installed software, with responsibility for documenting cases and coordinating resolution with other IT teams.

Responsibilities

• Respond to support requests submitted by phone, email, chat, or self-service channels, and fulfill service requests.
• Diagnose common hardware, application, and software issues; research unfamiliar problems using available documentation and team expertise.
• Record requests, troubleshooting steps, and outcomes in a ticketing system, and route or escalating cases when needed.
• Track escalated incidents through resolution and keep users, teammates, and managers informed of progress.
• Contribute to better support practices by improving call handling, case documentation, and the end-user experience.

Requirements

• High school diploma or GED.
• At least one year in service desk, help desk, desktop support, or customer support; IT support experience is preferred.
• Experience troubleshooting modern endpoint hardware and software.
• Familiarity with a ticketing system for logging, categorizing, routing, and documenting work.
• Ability to explain technical steps clearly to people without a technical background.
• Must live in Georgia. The position is not eligible for work visa sponsorship.

Benefits and work setup

This is a remote role limited to candidates residing in Georgia.

Eligible employees may choose from

• medical, dental, and vision coverage
• health and dependent care accounts
• disability and life insurance
• an employee assistance program
• discounts
• retirement savings with an employer match
• an employee stock purchase plan
• paid time off