Service Desk Analyst

As a Service Desk Analyst, you will serve as the first line of support for end users, handling a wide range of technical issues related to hardware, software, networks, and enterprise applications. You’ll log, prioritize, and resolve incidents while ensuring a high level of customer service and adherence to service-level agreements (SLAs).

This is a direct-hire opportunity with our client in the insurance and risk management industry. The ideal candidate is organized, technically skilled, and capable of working in a structured IT support environment. This role is a great fit for someone looking to expand their experience with enterprise systems, incident management, and cross-departmental collaboration.

Responsibilities

• Respond to incoming support requests via phone, email, or ticketing system

• Troubleshoot and resolve Level 1 and Level 2 technical issues related to desktops, applications, printers, and mobile devices

• Escalate unresolved issues to appropriate IT teams and follow through to resolution

• Maintain accurate records of support interactions, solutions, and asset updates

• Assist with user onboarding and offboarding including account provisioning and access setup

• Provide support for Microsoft 365, Windows OS, and common enterprise tools

• Monitor and meet performance metrics, SLAs, and customer satisfaction targets

• Help develop and maintain user guides and knowledge base articles

Qualifications

• Associate’s or Bachelor’s degree in Information Technology or a related field

• 1–3 years of experience in a service desk, help desk, or IT support role

• Proficiency in Microsoft 365, Windows OS, and help desk ticketing systems

• Familiarity with Active Directory, basic networking, and remote support tools

• Strong communication, documentation, and multitasking skills

• IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications are a plus

Job Benefits

• Health, dental, and vision insurance

• Paid time off, holidays, and sick leave

• 401(k) with company match

• Certification and training reimbursement

• Opportunities to grow into more advanced IT support or system roles

• Structured, supportive team environment with room for career advancement

Salary Range

$50,000 – $64,000 annually, depending on experience, certifications, and support environment familiarity.