A recognized services organization has a Remote opportunity awaiting a new Service Desk Agent. In this role, the Service Desk Analyst will be responsible for providing Level 1 IT support by handling service requests and resolving incidents primarily via telephone.

Responsibilities:
- Troubleshoot system hardware, software, and peripheral equipment
- Diagnose and resolve customer-reported incidents, problems, and events
- Install, configure, and provision hardware/software in accordance with organizational standards
- Administer user accounts, network rights, and access permissions
- Provide first-level IT support via phone, handling inbound and outbound calls professionally
- Maintain proper phone login/logout compliance during assigned shifts
- Create, update, and manage incident tickets throughout their entire lifecycle
- Classify, prioritize, and escalate incidents per established procedures
- Ensure strict accuracy and completeness of all ticket data (categorization, assignment, resolution details)
- Perform proactive outreach for incidents nearing SLA deadlines
- Confirm resolution and conduct quality checks prior to closing tickets
- Perform other duties, as needed
Qualifications:
- High School diploma or equivalent.
- Proven experience with incident ticketing and event management systems
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- Strong analytical and problem-solving skill
- Great interpersonal and communication skills
Desired Qualifications:
- 3+ years of dedicated Service Desk or IT technical support experience
- CompTIA A+ or equivalent certification
- Experience utilizing ServiceNow
