6,784 Service Desk Analyst jobs in the United States

Single point of contact for all associates seeking IT support to resolve technology issues or fulfill technical requests. The Service Desk Analyst is responsible for independently problem solving, resolving and/or escalating incidents and requests as appropriate to ensure resolution is reached within established Service Levels. The goal of the Service Desk Team is to quickly identify solutions to enable associates to return to a productive state and is responsible for end-to-end ticket management. Service Desk analysts are responsible for communicating IT related events; system outages, outage updates, impending system unavailability or significant system changes. Service Desk analysts are trusted business partners with a strong focus on continuous improvement.

KEY RESPONSIBILITIES

Position Specific Responsibilities

• Use independent thinking to resolve many issues that do not have simple textbook solutions.
• Recognize patterns and analyze the issues to escalate situations as appropriate.
• Trouble shoot reoccurring IT issues.
• Coordinate testing of the resolution to see if resolution was effective.
• Independently respond to IT related Service Desk inquiries by accurately logging relevant Incident/Service request details, allocating & updating categorization and prioritization codes based on level of disruption.
• Provide first-line investigation and diagnosis for a broad range of technology systems and processes.
• Resolve Incidents/Service requests of varying complexity upon first contact whenever possible to restore service (including viable work-arounds) and associate productivity.
• Escalate Incidents/Service requests that cannot be resolved within agreed upon service levels.
• Close all resolved Incidents and Requests.
• Communicate with users - keeping them informed of Incident/Request progress, unplanned outages, impending system outages & significant system changes.
• Oversee content of the corporate knowledgebase and related associate self-help articles. Creating documentation as needed including user instructions, procedures and IT processes. Responsible to ensure all content remains current and relevant.
• Prepare dashboards and reports for management and business users as needed. Identify trends, areas for improvement and other efficiencies & make recommendations to management team; may lead small projects driven by these findings.
• Make recommendations for training, improvements in processes and operations for Service Desk and other areas.
• Develop script and record technology orientation training for new JFG associates.
• Perform administrative functions for IT Service Management Platform.
• Educate business partners on technology tools and services offered through training and self-help tools.
• Assist and support various projects as assigned.
• Support Desktop Technicians as requested.
• Service Desk support experience preferred.
• Ability to establish and maintain effective working relationships with other technical staff, vendors and business partners of all levels across the organization.
• Ability to communicate technical concepts in a non-technical way to ensure end user understanding.
• Strong written and verbal communication skills.
• Ability to analyze situations and data
• Ability to work independently while handling multiple tasks to meet deadlines.
• Ability to proactively identify areas for improvement or opportunities for technology enhancements.
• High School Diploma or equivalent.

Job Requirements

• Service Desk support experience preferred.
• Ability to establish and maintain effective working relationships with other technical staff, vendors and business partners of all levels across the organization.
• Ability to communicate technical concepts in a non-technical way to ensure end user understanding.
• Strong written and verbal communication skills.
• Ability to analyze situations and data
• Ability to work independently while handling multiple tasks to meet deadlines.
• Ability to proactively identify areas for improvement or opportunities for technology enhancements.
• High School Diploma or equivalent.

Our culture embraces diversity, equity, & inclusion; one where everyone feels valued and heard. For more information on JFG's culture and diversity efforts, including our employee resource groups, please visit the Diversity section of our career website.

We are a values driven organization putting Relationships FIRST . EagleBank (NASDAQ - EGBN) is focused on being Flexible, Involved, Responsive, Strong, and Trusted . By prioritizing meaningful connections with our customers, employees, and shareholders, we relentlessly deliver the most compelling, valuable service to our customers.

EagleBank is committed to inclusion, equity, and respect. We celebrate diversity and intentionally seek out opportunities to learn from one another's experience. We believe employees are essential to the building of relationships and we prioritize investing in employee growth and wellbeing. Employee involvement is fostered through resource groups, mentorship programs, community service, and scholarship opportunities for continued education. With features including maternity and parental leaves, wellness discounts, healthcare premium sharing, employer funding in your HSA account, and 100% 401(k) matching up to 4%, we pride ourselves in the ways we support our internal relationships. The minimum and maximum projected hourly pay for this position is: $24.18 to $35.52.

We understand the need to be creative and flexible when it comes to telecommuting and other alternative work arrangements. This position is eligible for our hybrid remote work and will work in the Silver Spring, MD office four days per week.

The Service Desk Analyst performs user support tasks related to the support, maintenance, and administration of the end-user computing environment, including basic network services, hardware, and software.

Requirements:

1 year experience with desktop support or PC hardware and software installation.

Preferences:

• Bachelor's Degree in Arts/Sciences (BA/BS) in Information Technology or a related field.
• Excellent written and verbal communication skills.
• Knowledge of how server and workstations communicate.
• Familiar with Help Desk support.
• Proficient in MS Office.
• Experience supporting desktops in an Azure virtual environment

Don't meet all the requirements? We encourage you to still apply if you think you are the right person to join our community. We are always interested connecting with people inspired by our mission and values. If you aren't hired for this position, your resume will remain available for the next year and might be considered for future openings. Note: You can update your resume as often as needed.

About the Company

The QUIKRETE Companies manufacture infrastructure, commercial, and industrial construction, repair, and home improvement products, including ready-to-use cement mixes, segmental concrete, tile installation systems, concrete pipe, corrugated metal pipe, stormwater systems, bridges, and other related products. QUIKRETE is the largest manufacturer of pre-blended, packaged concrete and cementitious products in North America. Wholly owned subsidiaries include Custom Building Products, Pavestone, Contech Engineered Solutions, Rinker Materials, US Pipe, Summit Materials, and more.

Summary:

Quikrete is seeking an IT Professional experienced in providing technical support for issues related to computer systems, hardware, and software to work at Contech Engineered Solutions, a subsidiary of Quikrete, in West Chester. This includes responding to inquiries, running diagnostics, isolating problems, and implementing technical solutions. The successful candidate must possess the ability to multitask, analyze situations, and prioritize needs while acting in a positive, respectful, and professional manner with both internal customers and within the service desk team.

Responsibilities and Duties:

• Provides technical assistance and support for incoming inquiries and issues related to computer systems, software (including Windows 11 and 10, Office 365, and various browsers), and hardware from users.
• Assist in person, over the phone, remotely, via walk-ins, and by visiting the user's desk.
• Image systems with a proper OS, install the required equipment, and update inventory asset management systems with the assigned equipment.
• Ensure that equipment is clean, up-to-date, and operational.
• Provides installation and assistance for laptops, desktops, printers, scanners, and other assigned peripherals.
• Troubleshoot desktops, laptops, and a variety of network and standalone printers.
• The ability to triage and identify network connectivity issues
• Escalate issues to Team Lead(s), Systems, and Operations team when necessary.
• Enter tickets into ServiceNow for tracking and completion documentation
• Troubleshoot conference room setups and connections.
• Other duties as required.

Experience:

• Minimum 3+ years of experience providing IT support in a fast-paced environment
• Hands-on experience with ServiceNow Ticketing Tool: create, update, escalate, resolve, and close tickets
• Understanding and operational knowledge of Microsoft Teams
• Working knowledge of ITIL best practices
• Hands-on experience working with and supporting the following products and tools: Microsoft Active Directory, Office 365, Global Protect VPN, Network Printers, ServiceNow, and General System Administration.
• Outstanding analytical and problem-solving skills
• Ability to prioritize and meet deadlines
• Excellent time management skills
• Positive attitude with excellent customer service skills
• Excellent written and verbal communication skills
• The ability to perform work unsupervised, make confident decisions independently, and understand appropriate timing to escalate problems.
• Must possess the ability to work well and collaborate with team members and all personnel across the organization.
• Must be able to multi-task, prioritize issues and requests, and manage time to ensure timely resolution of responsibilities.

Ready to Apply?

• The process is simple. Click on the "apply" button to get started. Good luck!

Summary:
Under the general supervision of the Lead Help Desk Analyst assist with resolution of systems and applications problems as reported to ensure a high value widely accessible comprehensive integrated information network which meets customer needs.

Responsibilities:
Serve as single point of contact for the reporting and logging of systems and applications problems including technical descriptive information.

Provide first level applications problem resolution using troubleshooting techniques and when necessary assign to network technician for site visit.

Track problems until resolved. Provide periodic updates to customers and verify successful resolution.

Participate in TQM teams councils and other such committees as required.

Maintain quality assurance safety environmental and infection control in accordance with established hospital and departmental policies.

Perform other related duties as required.

Other information:
BASIC KNOWLEDGE:

Equivalent to High school diploma and knowledge of computer operations or networks.

EXPERIENCE:

Two years experience in computer operations PC Help Desk support or network administration.

SUPERVISORY RESPONSIBILITY:

None

Brown University Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin age ethnicity sexual orientation ancestry genetics gender identity or expression disability protected veteran or marital status. Brown University Health is a VEVRAA Federal Contractor.

Location: Brown University Health Corporate Services USA:RI:Providence

Work Type: Full Time

Shift: Shift 2

Union: Non-Union

We're seeking a proactive and customer-focused Service Desk Analyst to join our IT support team. In this role, you'll be the first line of support for corporate end users, resolving a wide range of technical issues and ensuring a smooth user experience.
*Location: Catonsville, MD (Mon/Th/Fr- Remote and Tu/Wed- Onsite)*
*Schedule: Monday-Friday, 2:00 PM-11:00 PM ET*
What You'll Do:

* Handle 30-40 customer interactions daily via phone, email, and chat
* Resolve issues efficiently-average call time is ~7 minutes
* Achieve a first-call resolution rate of 75%
* Act as a customer advocate, ensuring timely and effective problem resolution
* Troubleshoot and support common issues including:
* Microsoft Outlook
* Microsoft Word (formatting and troubleshooting)
* NetDocuments (Document Management System)
* Mobile device setup and support

* Collaborate with team members and contribute to shared knowledge
What We're Looking For:

* Previous corporate IT helpdesk experience is required
* 1-2 years in a help desk or call center environment
* Experience with ticketing systems (e.g., ServiceNow, Ivanti)
* Strong troubleshooting skills and ability to support remote users
* Familiarity with Windows OS, Active Directory, VPNs, and Microsoft Office
* Excellent communication and customer service skills
*Pay and Benefits*
The pay range for this position is $16.50 - $18.00/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:
* Medical, dental & vision
* Critical Illness, Accident, and Hospital
* 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
* Life Insurance (Voluntary Life & AD&D for the employee and dependents)
* Short and long-term disability
* Health Spending Account (HSA)
* Transportation benefits
* Employee Assistance Program
* Time Off/Leave (PTO, Vacation or Sick Leave)
*Workplace Type*
This is a hybrid position in Baltimore,MD.
*Application Deadline*
This position is anticipated to close on Aug 31, 2025.
h4>About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Summary:
Under the general supervision of the Lead Help Desk Analyst, assist with resolution of systems and applications problems as reported to ensure a high value, widely accessible, comprehensive, integrated information network, which meets customer needs.

Responsibilities:
Serve as single point of contact for the reporting and logging of systems and applications problems including technical descriptive information.

Provide first level applications problem resolution using troubleshooting techniques and when necessary, assign to network technician for site visit.

Track problems until resolved. Provide periodic updates to customers and verify successful resolution.

Participate in TQM teams, councils and other such committees as required.

Maintain quality assurance, safety, environmental and infection control in accordance with established hospital and departmental policies.

Perform other related duties, as required.

Other information:
BASIC KNOWLEDGE:

Equivalent to High school diploma and knowledge of computer operations or networks.

EXPERIENCE:

Two years experience in computer operations, PC Help Desk support or network administration.

SUPERVISORY RESPONSIBILITY:

None

Brown University Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, ethnicity, sexual orientation, ancestry, genetics, gender identity or expression, disability, protected veteran, or marital status. Brown University Health is a VEVRAA Federal Contractor.

Location: Brown University Health Corporate Services, USA:RI:Providence

Work Type: Full Time

Shift: Shift 1

Union: Non-Union

A client of Innova Solutions is immediately hiring aService Desk Analyst.

Position type: Full-time, Contract
Duration: 12 months with possibly extension
Location: Wayne PA, 19087

As a Service Desk Analyst, you will:

• Engage customer base through the detailed intake of calls into the service desk via multiple mediums (phone, email, walk up and self-service portal).
• Appropriately attempts to resolve immediately and where necessary escalate to the appropriate Service Team (Service Delivery, Production Support, etc.).
• Configure, deploy, troubleshoot, and coordinate repair of hardware such as laptops and mobile devices at the service desk.
• Contacts customers to gather all required data to facilitate resolution of customer issues/requests and responsible to maintain customer communication throughout the resolution process.

• 2 years' experience Imaging, Configuring, Deploying and Troubleshooting hardware (PC and iOS devices)
• 3-5 years' Service Desk/Technical Support experience.
• Bachelor's Degree or equivalent experience
• Experience with handling and proper routes of ITSM call tickets, call resolution, transition of calls to proper service area when appropriate.

• Named One of America's Best Employers for New Grads by Forbes (2024)
• Named One of the Best Companies to Work for by U.S. News & World Report (Private Companies List, 2024-2025)
• One of the Largest IT Staffing Firms in the US - Ranked #3 by Staffing Industry Analysts (SIA, 2024)
• One of the Largest Staffing Firms in the US - Ranked #13 by Staffing Industry Analysts (SIA, 2024; includes Innova Solutions, Volt, & HireGenics)
• Named One of the Top Ten Private Companies in Atlanta by the Atlanta Business Chronicle (2023)
• One of the Largest Certified Minority Business Enterprises (MBEs) in the United States (NMSDC, 2024)
• AWS Advanced Tier Services Partner with 100+ certifications

• Location: Tempe, AZ
• Type: Direct Hire
• Job #248851

• Provide technical support and training to end users via phone, email, and remote tools.
• Monitor, log, and update Service Desk tickets with accurate and timely information.
• Deliver after-hours on-call support for critical systems as needed.
• Troubleshoot and resolve hardware, software, and connectivity issues.
• Escalate complex or high-impact issues to appropriate IT team members.
• Maintain clear documentation of processes, resolutions, and user interactions.
• Support printer installations, queue management, and driver troubleshooting.
• Assist with patch management, email filtering, and remote access tools.

• 2-4 years of experience in IT support or service desk roles.
• Proficiency in Windows 11 setup, configuration, and troubleshooting.
• Strong knowledge of Microsoft 365 and Office applications.
• Experience with PC hardware support (Lenovo preferred), imaging, and deployment.
• Familiarity with network fundamentals including TCP/IP, DHCP, VPN, and wireless troubleshooting.
• Working knowledge of Active Directory, Group Policy, and EntraID.
• Experience with remote support tools (e.g., Bomgar, TeamViewer) and patch management systems (ManageEngine Endpoint Central preferred).
• Excellent communication, documentation, and multitasking skills.
• Experience in distribution or light manufacturing environments is a plus.
• Familiarity with hosted VoIP systems (e.g., RingCentral) and applications like Visio, Project, AutoCAD, and Adobe is beneficial.
• Willingness to travel up to 10%.

• MUST Have have Good English Communication and Conversation Skills (Verbal and Written)
• MUST have a Great Customer Handling Skills
• Good Probing Skills and demonstrated Empathy skills
• Customer Service Orientated
• Highly self-motivated and directed
• Capable of Multitasking in a high pace environment, effectively and efficiently
• Ability to learn new information quickly and the willingness to always do so
• Build rapport and elicit issue details from end users
• Ability to absorb and retain information quickly
• Able to make sound decisions and work with minimal supervision
• Excellent interpersonal skills to foster cooperation among users, support teams and peers
• Create Incident or Service Request tickets, logging all pertinent Information
• Utilize the Knowledgebase/SOPs to respond accurately and effectively to requests or issue
• Where SOP is not available/updated think out of the box coordinate with concerned L2 to get the KBs created/updated, search online
• Create and maintain documentation of procedures, tip sheets and other documentation as needed to provide efficient communication.
• Make decisions related to user queries in the absence of a supervisor
• Experienced in resolving end user incidents and requests within agreed Service Level for First Call Resolution
• Close the ticket with user confirmation when users are satisfied with the solution provided
• Document notes in each ticket or update worklogs correctly
• Proper Categorization of tickets.
• Ensures Incidents and Service Requests are properly escalated and assigned to the appropriate support groups
• Maintains ownership of Incidents or Service Request, ensuring status update and resolution according to SLAs
• Follow the escalation process
• Provide input to Service Desk Management regarding Continuous Improvement opportunities
• Follow the shift hand-over process
• Achieve the targets which are set based on the standard KPI/Customer Metrics
• Adheres to the organization's internal policies and procedures including shift schedule
• Can drive company value and its methodology
• Complies to regulatory requirements

• Knowledge in Desktop and Application support troubleshooting
• Remote Desktop Support
• Networking concepts
• Windows Operating System
• Ms Office Products
• Security Authentication - Cisco DUO, Google Authenticator, RSA SecurIDs
• Others: Adobe Acrobat and other common desktop applications
• ITSM Tool experience - Service Now
• VPN (Cisco AnyConnect, Global Protect)