Job Description

We are seeking a highly personable and customer-focused IT Service Desk Analyst to join a long-term contract engagement supporting multiple locations in South Carolina. The analyst will serve as a key member of the Global Service Desk team, acting as the first point of contact for all IT-related incidents and service requests submitted via phone, email, ticketing system, self-service portal, and walk-up.

This role requires an individual with strong technical troubleshooting abilities, excellent communication skills, and the flexibility to support both onsite and remote users. The client is moving quickly, so candidates who are immediately available are strongly encouraged to apply.

ResponsibilitiesOperational Support

Provide first-response support, initial triage, and troubleshooting for incidents and service requests across all support channels. Deliver 2nd-level and deskside support, including travel to nearby regional locations as needed. Ensure accuracy in ticket creation, prioritization, documentation, and categorization (incident vs. service request). Escalate or reassign tickets to appropriate IT teams with thorough documentation. Identify incident trends and support problem management efforts. Provide basic "how-to" training to end users. Support procurement, deployment, and upgrades of approved endpoint hardware and software. Track, recover, and document IT equipment movements. Manage vendor escalations and monitor vendor performance against service level objectives. Create or update knowledge base articles, procedures, and end-user documentation. Participate in on-call rotation for global after-hours support. Follow all IT Service Management (ITSM) processes, including incident, change, problem, request, and knowledge management.

Technical Expertise

Troubleshoot and support Windows OS, macOS, iOS, Android, and various enterprise applications. Support Microsoft 365 applications and email platforms such as Exchange/Outlook. Troubleshoot network connectivity issues and remote access challenges. Provide hardware support for laptops, desktops, printers, mobile devices, and desk/soft phones. Create and execute change tickets related to end-user technologies. Research and stay current on emerging technologies and industry best practices to support end-user experience improvements.

Project & Team Support

Participate as a technical resource on approved IT and Service Desk projects. Assist in task planning, execution, and milestone delivery. Support knowledge sharing, peer collaboration, and training of new team members.

Required Qualifications

Bachelor's degree in Information Technology, Computer Science, Engineering, or equivalent experience. Minimum 1 year of Level 1 IT support experience; 2-3 years of Level 1/2 support preferred. Experience supporting enterprise environments with Windows PCs, macOS, iOS devices, and thin clients (Citrix/IGEL). Strong customer service orientation with the ability to communicate empathetically and effectively. Experience supporting both onsite and remote users. Experience providing Executive-level support. Strong troubleshooting and problem-solving skills. Ability to create and maintain end-user documentation and training material. Excellent verbal and written communication skills. Valid driver's license and willingness to travel 25%.

Preferred Skills

Solid Active Directory experience (user lifecycle management, OUs, security groups, GPO familiarity). Experience imaging and deploying desktops, laptops, and mobile devices. Experience with Intune or other MDM solutions. Experience configuring or supporting desk/soft phones (Avaya or similar). ITIL Foundation certification. Apple Certified Support Professional / Apple Certified IT Professional.

Ideal Candidate Characteristics

Highly personable, enthusiastic, and customer-service driven. Strong desire to learn and grow. Collaborative team player who can work effectively within a global IT environment. Able to follow and uphold best practices, policies, and procedures.
Job Type: Contract

Pay: $24.00 - $27.00 per hour

Expected hours: 40 per week

Work Location: On the road