Service Desk Analyst (IT Support - Level 1) - 26-02687

Job Description

Job DescriptionJob Title: Service Desk Analyst (IT Support – Level 1)

Location: Remote (New York)
Job Type: Contract (3 Months)
Shift: Weekend Night Shift

• Saturday: 8:00 PM – 9:00 AM

• Sunday: 7:00 PM – 8:00 AM

• Monday: 8:00 PM – 8:00 AM
  (24/7 environment – holiday coverage required)

Job Overview

We are seeking a reliable and customer-focused Service Desk Analyst (Level 1 IT Support) to provide front-line technical support across a large enterprise environment, including multiple hospital networks and corporate operations. This role requires strong troubleshooting skills, excellent communication, and the ability to resolve technical issues efficiently in a fast-paced, remote setting.

Key Responsibilities

• Provide Level 1 / 1.5 IT support for incidents and service requests

• Serve as the first point of contact via phone, email, and ticketing systems

• Troubleshoot and resolve issues related to Windows OS, MS Office, password resets, and basic IT systems

• Log, track, and manage tickets through resolution in accordance with SLAs

• Escalate complex issues to higher-level support teams when necessary

• Monitor and respond to auto-generated alerts and service queues

• Maintain accurate documentation of incidents, requests, and resolutions

• Ensure high-quality customer service and user satisfaction

• Follow escalation and paging procedures to meet service level targets

• Contribute to continuous process improvement initiatives

• Participate in special projects and additional support tasks as needed

Required Qualifications

• Bachelor’s degree in IT, Computer Science, Business, or related field (or equivalent experience)

• Minimum 1 year of experience in IT support or service desk environment

• Experience supporting users in enterprise, healthcare, or corporate environments

• Familiarity with EDP applications and data processing systems

• Experience with ticketing tools such as ServiceNow (preferred)

• Strong troubleshooting, analytical, and problem-solving skills

• Excellent communication and customer service skills

Technical Skills

• Proficiency in Windows OS and Microsoft Office Suite

• Experience with password management and user account support

• Basic knowledge of IT infrastructure, networks, and applications

• Ability to manage multiple tickets and priorities simultaneously

For more details reach at resumes@navitassols.com