Revel IT
IT Service Desk Analyst (2nd Shift)
Base pay range
$54,000.00/yr - $56,000.00/yr
REMOTE
Shift: EST,
1:00 PM – 10:00 PM
Employment Type:
Contract-to-hire
(90 days with potential for permanent hire)
Salary
$54-56k
Candidate Profile
Experience: 2–4 years in IT support, in a contact center environment
Key Skills:
Handling calls, chats, and ticket queues efficiently
Strong time management and ability to manage multiple tickets
Troubleshooting and diagnosing issues effectively with minimal supervision
Familiarity with Active Directory, Azure, Entra ID, and M365
Documentation and knowledge base maintenance for team updates
Basic networking understanding (e.g., identifying computer vs. network issues)
Interview Focus Areas
Technical Skills:
Troubleshooting approach and diagnostic process
Behavioral/Performance Metrics:
Experience maintaining SLAs, call metrics, and ticket resolution times
Understanding of post-call/ticket surveys and accountability for metrics
Examples of managing performance and quality standards
Soft Skills:
Ability to think independently (not scripted environment like UTI)
Strong sense of ownership and responsibility for outcomes
Effective communication and team collaboration
Equipment (PC) will be provided and shipped to the candidate.
Candidates should be ready to hit the ground running with minimal ramp-up time.
Will evaluate ability to diagnose, troubleshoot, and resolve tickets independently.
Job Description Service Desk Analysts
with our client are prepared to provide customer centric, first contact support for all user requests. Individuals will respond to support requests for software, hardware, telephony, and network related issues, and these requests are handled via phone, chat, and web portal tickets. In this role an analyst must identify and resolve issues with urgency. Less complex issues will typically be resolved immediately, while more complex incidents are escalated. Confidential data and highly regulated information are handled daily which requires integrity and accuracy in each interaction. The service desk strives to reduce service interruptions of impacted systems by working together to ensure campuses are supported in a meaningful and timely manner.
Shift 1pm-10pm EST.
Responsibilities
Troubleshoot, diagnose, research, and resolve technical hardware, software, network, and telephonic issues within established Service Level Agreements.
Assist users with issues/problems from a variety of sources including proprietary and Microsoft Office applications, and Microsoft Operating Systems.
Understand and perform basic troubleshooting of enterprise systems and services. Escalate and partner with IT support teams, when necessary.
Provide end-user support for iPhone and other Smart phones, including activation, and troubleshooting requests.
Accurately track and route incident and service tickets with thorough documentation of troubleshooting, history, and resolution.
Accurately document solutions to known/resolved problems through creating and updating Knowledgebase articles and SharePoint team site information.
Create and maintain user accounts, memberships and rights within Active Directory, PeopleSoft, Azure, and proprietary systems.
Provide general end user training and documentation.
Other duties as assigned.
Qualifications Education / Experience
High School Diploma/GED required
3+ years’ experience in Service Desk/Tier 1 support required or equivalent experience
A+ Certification preferred
Skills
Verbal and written communication skills
Ability to use good judgment, problem-solving, and decision-making skills
Ability to gain, understand and apply knowledge from technical manuals and SOP’s
Ability to maintain confidentiality and professional decorum
Extensive knowledge of Microsoft Office and Microsoft Operating Systems
Basic knowledge of Active Directory, Exchange account management, and Citrix remote user support.
Abilities
Must be able to talk, see, hear, concentrate, think, learn, and reason for all the workday
Must be able to operate a computer to work from including use of monitors, operating system, keyboard, mouse, and communicate verbally to customers for prolonged periods throughout the workday.
Must be able to respond to emails, messages, and enter text from a keyboard for prolonged periods throughout the workday.
Set schedule Monday – Friday; hours are evaluated for business needs. Occasional overtime is required (including periodic off-hours and weekend hours) to assist with Tier 1 system outages during off-hours and weekend hours when on rotation and on-call is required
Work is performed remotely which requires stable power and internet connectivity with connection speeds of at least 50Mbs download and 10Mbs upload. Higher bandwidth is recommended for optimal performance.
Seniority level Associate
Employment type Full-time
Job function Information Technology
Industries Primary and Secondary Education, Higher Education, and Education
Referrals increase your chances of interviewing at Revel IT by 2x
Inferred from the description for this job Medical insurance
Vision insurance
401(k)
Student loan assistance
Tuition assistance
Get notified when a new job is posted.
Sign in to set job alerts for “Service Desk Analyst” roles. We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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REMOTE
Shift: EST,
1:00 PM – 10:00 PM
Employment Type:
Contract-to-hire
(90 days with potential for permanent hire)
Salary
$54-56k
Candidate Profile
Experience: 2–4 years in IT support, in a contact center environment
Key Skills:
Handling calls, chats, and ticket queues efficiently
Strong time management and ability to manage multiple tickets
Troubleshooting and diagnosing issues effectively with minimal supervision
Familiarity with Active Directory, Azure, Entra ID, and M365
Documentation and knowledge base maintenance for team updates
Basic networking understanding (e.g., identifying computer vs. network issues)
Interview Focus Areas
Technical Skills:
Troubleshooting approach and diagnostic process
Behavioral/Performance Metrics:
Experience maintaining SLAs, call metrics, and ticket resolution times
Understanding of post-call/ticket surveys and accountability for metrics
Examples of managing performance and quality standards
Soft Skills:
Ability to think independently (not scripted environment like UTI)
Strong sense of ownership and responsibility for outcomes
Effective communication and team collaboration
Equipment (PC) will be provided and shipped to the candidate.
Candidates should be ready to hit the ground running with minimal ramp-up time.
Will evaluate ability to diagnose, troubleshoot, and resolve tickets independently.
Job Description Service Desk Analysts
with our client are prepared to provide customer centric, first contact support for all user requests. Individuals will respond to support requests for software, hardware, telephony, and network related issues, and these requests are handled via phone, chat, and web portal tickets. In this role an analyst must identify and resolve issues with urgency. Less complex issues will typically be resolved immediately, while more complex incidents are escalated. Confidential data and highly regulated information are handled daily which requires integrity and accuracy in each interaction. The service desk strives to reduce service interruptions of impacted systems by working together to ensure campuses are supported in a meaningful and timely manner.
Shift 1pm-10pm EST.
Responsibilities
Troubleshoot, diagnose, research, and resolve technical hardware, software, network, and telephonic issues within established Service Level Agreements.
Assist users with issues/problems from a variety of sources including proprietary and Microsoft Office applications, and Microsoft Operating Systems.
Understand and perform basic troubleshooting of enterprise systems and services. Escalate and partner with IT support teams, when necessary.
Provide end-user support for iPhone and other Smart phones, including activation, and troubleshooting requests.
Accurately track and route incident and service tickets with thorough documentation of troubleshooting, history, and resolution.
Accurately document solutions to known/resolved problems through creating and updating Knowledgebase articles and SharePoint team site information.
Create and maintain user accounts, memberships and rights within Active Directory, PeopleSoft, Azure, and proprietary systems.
Provide general end user training and documentation.
Other duties as assigned.
Qualifications Education / Experience
High School Diploma/GED required
3+ years’ experience in Service Desk/Tier 1 support required or equivalent experience
A+ Certification preferred
Skills
Verbal and written communication skills
Ability to use good judgment, problem-solving, and decision-making skills
Ability to gain, understand and apply knowledge from technical manuals and SOP’s
Ability to maintain confidentiality and professional decorum
Extensive knowledge of Microsoft Office and Microsoft Operating Systems
Basic knowledge of Active Directory, Exchange account management, and Citrix remote user support.
Abilities
Must be able to talk, see, hear, concentrate, think, learn, and reason for all the workday
Must be able to operate a computer to work from including use of monitors, operating system, keyboard, mouse, and communicate verbally to customers for prolonged periods throughout the workday.
Must be able to respond to emails, messages, and enter text from a keyboard for prolonged periods throughout the workday.
Set schedule Monday – Friday; hours are evaluated for business needs. Occasional overtime is required (including periodic off-hours and weekend hours) to assist with Tier 1 system outages during off-hours and weekend hours when on rotation and on-call is required
Work is performed remotely which requires stable power and internet connectivity with connection speeds of at least 50Mbs download and 10Mbs upload. Higher bandwidth is recommended for optimal performance.
Seniority level Associate
Employment type Full-time
Job function Information Technology
Industries Primary and Secondary Education, Higher Education, and Education
Referrals increase your chances of interviewing at Revel IT by 2x
Inferred from the description for this job Medical insurance
Vision insurance
401(k)
Student loan assistance
Tuition assistance
Get notified when a new job is posted.
Sign in to set job alerts for “Service Desk Analyst” roles. We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr