Service Desk Analyst (Level 1) – IT Support Champion

Akkodis; Town of Florida (NY); On-site; USD 28,000 - 34,000; Full time

Job summary

Akkodis is seeking a Service Desk Analyst – Level 1 for a 6-month contract-to-hire position with a client in Bonita Springs, FL. The role supports North America and serves as the first point of contact for IT issues, delivering timely, customer-focused solutions.

You will troubleshoot technical problems, document solutions, and collaborate with IT teams to maintain service levels. Key qualifications include experience with complex technical issues, ITIL basics, and strong customer service

Qualifications

• High school diploma required; degree or years of IT service experience preferred.
• Experience handling complex technical issues in a service desk environment.
• Familiarity with ITIL practices and incident management.
• Customer-focused support experience and strong communication skills.
• Proficiency with Microsoft Office applications.

Responsibilities

• Serve as the first point of contact for North America IT issues.
• Troubleshoot and resolve incidents to restore normal service levels.
• Document solutions and update knowledge base entries.
• Coordinate with IT teams and communicate issues to leadership.
• Maintain up-to-date knowledge of IT systems and applications.
• Adhere to SLA timeframes and provide accurate resolutions.

Skills

Complex technical issues

IT systems knowledge

Customer service experience

ITIL basics

ServiceNow knowledge

MS Office

Education

High school Diploma

Degree in Computer Science or related field

Tools

ServiceNow

Microsoft Office

Job description

Akkodis is seeking a Service Desk Analyst – Level 1 for a 6-month contract-to-hire position with a client in Bonita Springs, FL. The role supports North America and serves as the first point of contact for IT issues, delivering timely, customer-focused solutions.

You will troubleshoot technical problems, document solutions, and collaborate with IT teams to maintain service levels. Key qualifications include experience with complex technical issues, ITIL basics, and strong customer service