Service Desk Support Analyst

What you'll do

• Serve as the primary point of contact for IT issues via phone, email, and chat.
• Provide technical assistance for computer systems, software, applications, networks, and hardware.
• Log, classify, and prioritize all incidents and service requests in the ticketing system.
• Resolve issues on the first contact whenever possible to ensure timely support.
• Escalate complex issues to the appropriate technical teams and follow up until closure.
• Document case notes thoroughly and maintain internal knowledge bases.
• Meet specific service level agreement (SLA) targets and performance goals.
• Promote self-help options to users to reduce repeat support contacts.

What we're looking for

• High School diploma and/or an Associate’s or Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
• Clear written and verbal communication skills to explain technical concepts to non-technical users.
• Customer service mindset with professionalism and empathy.
• Good problem-solving skills and attention to detail.
• Ability to follow documented processes for ticket logging, prioritization, and escalation.
• Willingness to work in a 24x7 support environment, including nights, weekends, and holidays.
• Ability to relocate to Mesa, AZ or Des Moines, IA.
• Work Authorization.