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NavitasPartners logo
NavitasPartners

Navitas Partners, LLC is a certified WBENC and one of the fastest-growing Technical / IT staffing firms in the US providing services to numerous clients. We offer the most competitive pay for every position. We understand this is a partnership. You will not be blindsided and your salary will be discussed upfront.

Service Desk Analyst

Location

United States

Posted

84 days ago

Salary

0

Job Description

Service Desk Analyst

NavitasPartners

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are seeking a Service Desk Analyst to provide Level 1 IT support for a large enterprise environment that includes multiple healthcare facilities and corporate offices. This role serves as the first point of contact for technical support, assisting users with IT-related issues and service requests while ensuring timely resolution and adherence to service level agreements (SLAs). - Serve as the first point of contact for end users via phone, email, and ticketing systems. - Monitor and respond to service desk queues, including phone calls, email messages, and automated requests. - Manage Level 1 and Level 1.5 incidents and service requests from initial report through resolution. - Provide timely troubleshooting and technical support for users across the organization. - Receive, prioritize, document, and resolve user support requests. - Track and manage incident tickets to ensure resolution within established SLAs. - Escalate complex issues to appropriate support teams when necessary. - Follow escalation and paging procedures to ensure service levels are maintained. - Provide support for common IT issues including: - Password resets - Microsoft Office applications - Windows operating systems - Basic workstation troubleshooting - Assist users with software access, configuration, and system usage questions. - Deliver excellent customer service and maintain a positive support experience for end users. - Provide clear updates and communication regarding issue status and resolution timelines. - Maintain a single point of contact for service desk activities and support requests. - Contribute to the continuous improvement of service desk processes. - Maintain familiarity with service desk tools and monitoring systems, including ticketing and performance monitoring platforms. - Participate in special projects and additional assignments as required. Qualifications - Experience working with Service Desk or IT Support environments. - Knowledge of ticketing systems (such as ServiceNow or similar platforms). - Familiarity with Windows OS and Microsoft Office applications. - Strong troubleshooting and problem-solving skills. - Excellent communication and customer service abilities. - Ability to work independently and within a fast-paced team environment. Requirements - This is a fully remote position. - Candidates must provide their own IT equipment, including: - Desktop or laptop - Monitor - Headset - Reliable high-speed internet connection - Minimum 1 year of experience in an IT support, service desk, or technical support role within a business, healthcare, government, educational, or non-profit organization. - Familiarity with EDP applications and data processing environments preferred. Education Requirements - One of the following is required: - Bachelor’s Degree from an accredited college or university in a related field, plus one year of relevant experience, OR - Master’s Degree in Management, Business Administration, Hospital Administration, Public Administration, Accounting, or a related field, OR - Equivalent combination of education, training, and professional experience.

Job Requirements

  • Experience working with Service Desk or IT Support environments.
  • Knowledge of ticketing systems (such as ServiceNow or similar platforms).
  • Familiarity with Windows OS and Microsoft Office applications.
  • Strong troubleshooting and problem-solving skills.
  • Excellent communication and customer service abilities.
  • Ability to work independently and within a fast-paced team environment.
  • This is a fully remote position.
  • Candidates must provide their own IT equipment, including:
  • Desktop or laptop
  • Monitor
  • Headset
  • Reliable high-speed internet connection
  • Minimum 1 year of experience in an IT support, service desk, or technical support role within a business, healthcare, government, educational, or non-profit organization.
  • Familiarity with EDP applications and data processing environments preferred.
  • Education Requirements
  • One of the following is required:
  • Bachelor’s Degree from an accredited college or university in a related field, plus one year of relevant experience, OR
  • Master’s Degree in Management, Business Administration, Hospital Administration, Public Administration, Accounting, or a related field, OR
  • Equivalent combination of education, training, and professional experience.

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