Service Desk Analyst

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

As a Service Desk Analyst, you will join a mission-driven team dedicated to leveraging leading-edge technology to improve the health and well-being of vulnerable communities. This role offers a high-impact opportunity to serve as a technical leader, providing escalated support and diagnosing complex infrastructure and software issues. You will work in a collaborative, remote-first environment that deeply values work flexibility, continuous learning, and technical career development. By handling advanced troubleshooting and contributing to process improvements, you will play a vital role in ensuring the reliability of IT systems that support essential healthcare services. This position is perfect for a proactive problem-solver who enjoys mentoring others and creating high-quality documentation to strengthen the collective knowledge of the team. Join an industry leader where innovation and inclusion fuel growth and where your technical contributions truly make a difference.

• Advanced Technical Support: Act as a technical escalation point for support requests via phone, email, and chat, providing guidance to other Service Desk agents and leading troubleshooting efforts for complex problems.

• Incident Management: Log and track all requests within ServiceNow, ensuring detailed documentation, accurate categorization, and proactive monitoring of system performance to identify potential issues.

• Knowledge Management: Develop and maintain a comprehensive library of knowledge base articles, FAQs, and training materials to improve team efficiency and user self-service capabilities.

• Process Improvement: Contribute to the development and implementation of service desk best practices and participate in strategic project work related to IT service enhancements.

• Collaboration & Governance: Facilitate regular team meetings, participate in an after-hours and weekend on-call rotation, and communicate effectively with users at all levels to provide clear solutions.

Requirements:

• Experience & Education: You possess 3+ years of experience in a technical support role, preferably within a service desk environment, and an Associate's or Bachelor's degree in IT or a related field is preferred.

• Technical Proficiency: Extensive experience troubleshooting hardware, software, and networking issues, with specific knowledge of Windows, Linux, Active Directory, and ticketing systems like ServiceNow.

• Leadership Skills: Demonstrated ability to mentor peers, lead technical initiatives, and work independently while maintaining a positive and professional demeanor.

• Communication & Organization: Excellent written and verbal communication skills, with strong organizational abilities and a keen attention to detail.

• Operational Readiness: Availability to participate in an on-call rotation and a commitment to using video cameras during interviews and the initial orientation week.

Benefits:

• Competitive Salary: An annual base pay range of $41,100.00 - $58,700.00, depending on geographic region and experience.

• Flexibility: A fully remote work model (US only) designed to support a healthy work-life balance.

• Financial Security: 401(k) employer match and comprehensive health, dental, and vision benefits.

• Time Off: A generous and flexible vacation policy, alongside paid holidays.

• Career Development: Access to leadership and technical development academies, plus educational assistance and support for technical certifications.

• Growth Culture: A transparent environment that values inclusion and provides clear paths for career advancement.