Service Desk Analyst

TL;DR

Service Desk Analyst (Legal/IT): Provide first-line technical support for hardware, software, network, and other issues via phone, email, and chat with an accent on quick diagnosis, resolution, and customer service in a fast-paced environment. Focus on troubleshooting using knowledge bases, remote tools, accurate ticketing, and escalation to higher support levels.

Location: Remote (U.S.), able to work 2nd/3rd shifts any days including weekends, first week training 9 AM-5:30 PM CST

Salary: $36k-$39k annual + 10% shift differential for evenings/weekends after 5 PM

Company

IT services provider supporting law firm clients with a world-class Service Desk team and career growth opportunities.

What you will do

• Serve as first point of contact for technical and non-technical issues via phone, email, and chat.
• Diagnose and resolve issues using knowledge bases, colleague input, or escalation.
• Use screen sharing and remote-control tools to evaluate and troubleshoot problems.
• Create detailed tickets for all requests to ensure accurate information relay.
• Maintain regular attendance and collaborate in a team-oriented environment.

Requirements

• High School Diploma or equivalent
• Strong verbal, written, and typing skills
• Excellent customer service, multitasking, patience, and decision-making
• Ability to work independently in high-paced, stressful settings
• Proactive troubleshooting with remote tools and critical thinking
• Prolonged sitting at desk; install Intune MDM on personal device

Culture & Benefits

• Full benefits including health insurance and 401k matching
• Comprehensive training program for new analysts
• Fast-paced, agile, collaborative team environment
• Career growth in Service Desk or engineering roles
• Emphasis on diversity, inclusion, and equal opportunity