IT Service Desk Analyst (Remote - US)

This position is posted by Jobgether on behalf of a partner company. We are currently looking for an IT Service Desk Analyst in the United States.

The IT Service Desk Analyst will serve as the primary point of contact for end-users, providing technical support and ensuring seamless operation of IT systems and equipment. This role involves troubleshooting hardware, software, network, and cloud application issues while maintaining high standards of customer service. You will work in a fast-paced environment, collaborating with cross-functional teams to resolve incidents efficiently and educate users on best practices. The position offers opportunities to contribute to continuous improvement initiatives, document technical procedures, and enhance overall IT support processes. Remote candidates within the United States are welcome to apply.

Accountabilities:

• Act as the first point of contact for technical support requests via phone, email, or chat.
• Troubleshoot and resolve hardware, software, network, and cloud application issues across Mac and Windows platforms.
• Log, prioritize, and manage incidents in the ticketing system, escalating issues to higher-level support as necessary.
• Provide step-by-step guidance to end-users for self-service problem resolution.
• Assist with hardware and software installation, configuration, and updates.
• Maintain documentation of support activities and update knowledge base articles to improve efficiency.
• Educate users on IT best practices and promote cybersecurity awareness.
• Identify recurring technical issues and escalate for long-term resolution and process improvements.

Requirements

• High school diploma or equivalent; degree or IT certification is a plus.
• Minimum of 1 year of experience in IT support or customer service.
• Basic understanding of IT hardware, software, operating systems, and network connectivity.
• Strong problem-solving skills with patience in assisting end-users.
• Excellent communication and interpersonal abilities.
• Ability to work in a dynamic, fast-paced environment.
• Customer-focused mindset with a commitment to high-quality support.

Benefits

• Competitive salary: $66,500 per year.
• Eligibility for annual profit awards or bonuses.
• Comprehensive health coverage including medical, dental, and vision.
• Health Care/Dependent Care Flexible Spending Accounts and Health Savings Account (HSA).
• Pre-Tax and Roth 401(k) plans.
• Short- and long-term disability insurance, life/AD&D insurance.
• Commuter benefits, student loan repayment, and educational assistance programs.
• Generous paid time off and supportive remote work flexibility.

Jobgether AI Matching Process

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.

When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.
🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements.
📊 It compares your profile to the job’s core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the three candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.

The process is transparent, skills-based, and free of bias, focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.

Thank you for your interest!