IT Service Desk Analyst @ Talentify.io
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IT Service Desk Analyst
We are seeking an IT Service Desk Analyst to join our team at Talentify.io. This person plays a crucial role in providing technical support and assistance to end-users within our organization.
Key Responsibilities
Customer Support: Act as the primary point of contact for end-users via phone, email, or chat. Provide exceptional customer service, listen to user issues, troubleshoot problems, and maintain a professional demeanor.
Incident Management: Log all incidents and service requests in our ServiceNow ticketing system. Prioritize, categorize, and monitor the ticket queue to ensure timely resolution and escalate issues as required.
Technical Troubleshooting: Diagnose and resolve hardware and software issues on Mac and Windows systems, printers, mobile devices, cloud applications, and network connectivity such as VPN and Wi-Fi. Offer step-by-step instructions for self-service resolutions.
Documentation: Maintain accurate records of support activities, update knowledge base articles, and document troubleshooting steps and resolutions.
Communication & Training: Clearly communicate technical information to end-users and colleagues. Provide basic training on IT resource usage and promote IT security best practices.
Continuous Improvement: Identify recurring issues and escalate them to IT management to help prevent future incidents.
Requirements
High school diploma or equivalent required; further certification or degree in IT is a plus. At least 1+ year of experience in an IT or Customer Service role is needed, along with basic knowledge of IT hardware, software, and operating systems. Excellent communication, problem-solving skills, and patience are essential. Must be able to work in a fast-paced environment with a customer-centric approach.
For more details on our IT initiatives, visit our Tech Talent site.
This role is open to remote work.
The salary for this position is $66,500. All positions are eligible for an annual profit award or bonus, subject to company results.
Please apply by October 15th, 2025 and include your resume and cover letter for consideration.
Key skills/competency
- IT Support
- Customer Service
- Troubleshooting
- ServiceNow
- Hardware Support
- Software Troubleshooting
- VPN
- Remote Support
- Documentation
- Communication
How to Get Hired at Talentify.io
🎯 Tips for Getting Hired
- Customize your resume: Emphasize technical support and troubleshooting skills.
- Research Talentify.io: Understand company culture and remote work policies.
- Highlight certifications: List any IT credentials or relevant courses.
- Prepare for ServiceNow queries: Review incident management scenarios.
- Practice communication: Demonstrate customer support examples.