Service Desk Analyst

TL;DR

Service Desk Analyst: Providing IT support for higher education users as the first point of contact with an accent on ticket triage, troubleshooting, and issue resolution across various software and hardware environments. Focus on maintaining high-quality customer service, meticulous documentation of technical issues, and collaborative work within a remote service desk team.

Location: Must be based in the USA

Salary: $18–$21/hr

Company

hirify.global is a staffing and workforce solutions provider.

What you will do

• Serve as the primary contact for IT requests via phone and ticketing systems.
• Provide initial triage and escalate complex service requests appropriately.
• Diagnose and resolve technical issues related to operating systems, Microsoft applications, and cloud-based tools.
• Document all troubleshooting activities and incident updates in a centralized ticketing system.
• Keep users informed on the status of their requests to ensure service level compliance.
• Contribute to process improvement initiatives within the support team.

Requirements

• Location: Must be based in the USA.
• Minimum 2 years of experience in a customer service role.
• Minimum 1 year of experience in technical support or a similar environment.
• Proficiency with Microsoft Office, collaboration tools, and basic OS troubleshooting.
• Strong written and verbal communication skills.
• Ability to maintain flexible availability, including potential after-hours support.

Nice to have

• Experience in higher education IT environments (LMS, SIS, ERP).
• CompTIA certification or equivalent.
• Prior experience with call center or service desk environments.

Culture & Benefits

• Contract-based position with 2 open roles.
• Remote work environment.
• Full benefits package included.
• Opportunity for growth and process improvement contribution.