Service Desk Analyst (overnight support)

Overview

We are seeking a dedicated and knowledgeable Service Desk Analyst. This role is essential in providing technical assistance and support related to computer systems, hardware, and software. The ideal candidate will be adept at troubleshooting and resolving issues while ensuring excellent customer service. You will play a key role in maintaining the IT infrastructure and supporting end-users in a dynamic environment.

IMPORTANT: Candidate must be able to work overnight hours from 12am to 8am.

Duties

• Respond to incoming service requests via phone, email, or ticketing system (e.g., ServiceNow) in a timely manner.
• Diagnose and resolve technical hardware and software issues, including but not limited to computer hardware, Windows Server, and VPN connectivity.
• Analyze network configurations and troubleshoot connectivity issues related to TCP/IP, DNS, and GPO.
• Assist with the management of IT infrastructure components such as Meraki devices.
• Provide support for end-user applications and systems, ensuring optimal performance.
• Document all interactions with users clearly in the ticketing system for future reference.
• Collaborate with other IT team members to improve processes and enhance service delivery.
• Participate in training sessions to stay updated on new technologies and tools.

Experience

• Proven experience in a technical support role or similar position is preferred.
• Strong understanding of computer hardware components and troubleshooting techniques.
• Familiarity with networking concepts including TCP/IP, DNS, GPO, and VPN configurations.
• Experience with Windows Server environments is highly desirable.
• Knowledge of IT infrastructure management tools such as Meraki is a plus.
• Proficiency in using ticketing systems like Jira for tracking support requests.
• Excellent analytical skills with the ability to diagnose problems effectively.
• Strong communication skills with a focus on customer service excellence.

Join our team as a Service Desk Support professional where your expertise will make a significant impact on our operations and user satisfaction!

Job Type: Contract

Contract length: 6 months

Pay: $28.00-$30.00 per hour

Expected hours: 37.5 per week

Shift availability:

• Night Shift (Preferred)
• Overnight Shift (Required)

Work Location: Remote