Service Desk Analyst

• Role: Service Desk Analyst
• Location: Columbus, OH
• Contract

$22/hr-$24/hr on W2

Exp: 2-4 Years

A Service Desk Analyst provides first-level IT support to end users by resolving hardware, software, network, and application issues while ensuring excellent customer service and adherence to ITIL best practices.

• Roles & Responsibilities
• Provide Level 1 (L1) technical support via phone, email, chat, and remote tools.
• Troubleshoot Windows, Microsoft 365, Active Directory, VPN, printer, and basic network connectivity issues
• Perform password resets, user account provisioning, access management, and software installations.
• Escalate unresolved or complex issues to Level 2/Level 3 support teams and monitor them through resolution.
• Maintain accurate documentation of incidents, resolutions, and knowledge base articles.
• Meet defined Service Level Agreements (SLAs) for incident response and resolution.
• Support onboarding/offboarding activities, including account creation and device setup.
• Assist with hardware deployment, asset management, and basic system configuration.
• Deliver excellent customer service by communicating effectively with users and providing timely updates throughout the support process.