Service Desk Analyst

Overview

The Live Expert Service Desk Analyst provides first- and second-tier technical support to internal employees. This role is responsible for troubleshooting software, hardware, connectivity, and access issues while delivering exceptional customer service in a fast-paced Service Desk environment. Support is provided through phone, chat, and Slack, with a strong focus on issue resolution, documentation, and ownership from initial contact through completion.

Compensation

• Base Hourly Rate: $29
• Overtime Eligibility

Responsibilities

• Provide first- and second-tier technical support to internal employees.
• Troubleshoot software, hardware, and connectivity issues remotely.
• Analyze, diagnose, and resolve both straightforward and complex technical issues.
• Understand and articulate the root cause of customer issues.
• Log all Service Desk contacts into the Incident Management System (ServiceNow).
• Install, upgrade, and maintain software, hardware, and peripherals.
• Support encryption and security tools while triaging security-related issues.
• Assist users in gaining access to various systems and servers.
• Deploy and patch software using device management technologies (VMware and Ivanti).
• Communicate call, chat, and support trends, along with emerging issues.
• Manage small projects from start to finish.
• Create and maintain knowledge base articles and process documentation.
• Work closely with the team to resolve or properly close aging tickets.
• Take ownership of employee issues and provide timely follow-up throughout the resolution process.
• Maintain a high level of customer service while adhering to service management principles.
• Analyze and resolve incidents within expected turnaround times.

Work Schedule

• Seasonal Role: October - April (with potential extension)
• Full-time (40 hours per week)
• 5-day work week
• Support coverage: 7 days per week, 5:00 AM – 9:00 PM PT
• Weekend shifts required during Tax Peak (December – April)
• Flexibility required during tax season

Work Environment

• Fast-paced Service Desk / call center environment
• Support channels include:
• Phone
• Chat
• Slack

Skills / Qualifications

Technical Skills

• Prior Service Desk or Desktop Support experience required.
• Incident Management experience.
• Basic Active Directory user and security group administration.
• Strong knowledge of Microsoft Windows operating systems.
• Experience supporting Microsoft Office 365 in a corporate environment, including:
• Permissions
• Calendaring
• Delegation
• Familiarity supporting VPN issues.
• Familiarity with wired and Wi-Fi networking.
• Experience with Windows Active Directory.
• Familiarity troubleshooting home network issues.
• Experience with ServiceNow.
• Experience deploying software using VMware and Ivanti.
• Knowledge of encryption and security tools.

Soft Skills

• Self-starter with the ability to work independently.
• Passion for providing excellent customer service and following issues through to completion.
• Strong problem-solving, diagnostic, and troubleshooting skills.
• Ability to identify root causes.
• Ability to identify documentation gaps and request updates.
• Ability to explain technical issues in non-technical terms.
• Ability to work independently and collaboratively within a team.
• Ability to work cross-functionally.
• Excellent communication and interpersonal skills.