Jobs via Dice
Service Desk Analyst
Service Desk Analyst will provide first‑line technical support for end users across Windows, macOS, printers, VPN, and applications. The analyst will respond to calls, chats, and emails; resolve a daily ticket volume of 35‑40; and handle initial troubleshooting before escalation.
Shift and Work Environment Sun, Mon, Tue: 7 am – 7 pm Wed: 7 am – 11 am (basic desktop support tasks; no main service‑desk work) Hybrid model: Remote on Sunday, onsite Mon‑Wed First 3 weeks: training with help desk team, 8 am – 5 pm onsite
Responsibilities
Serve as first point of contact for IT support, addressing hardware, software, network, printer and application issues.
Assist users with setup, configuration, and troubleshooting of IT equipment and software.
Provide technical support for Windows desktop OS, proprietary software, virtual desktops, mobile OS, printers, and other IT systems.
Manage account lifecycle tasks—user setup, deprovisioning, access controls, password resets.
Conduct new hire orientations and onboarding for IT systems and tools.
Monitor IT systems and networks, proactively identifying and addressing potential disruptions.
Configure, implement, and coordinate automated production job scheduling to maintain operational efficiency.
Develop and maintain documentation for troubleshooting, common issues, and resolutions.
Update and manage the knowledge base to streamline issue resolution and prevent recurring problems.
Perform routine maintenance and checks to ensure IT infrastructure stability and performance.
Identify and implement process improvements to enhance service‑desk operations and user experience.
Participate in team meetings and contribute to new support strategies and initiatives.
Be available for on‑call support or work outside regular business hours as needed.
Qualifications & Experience
Previous experience in technical support or service‑desk role.
Proficiency in supporting common IT systems, hardware, and software—including operating systems, office suites, printers, and network components.
Experience supporting Windows and macOS operating systems.
Relevant technical certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator).
Familiarity with IT service management (ITSM) principles and practices.
Familiarity with ticket and incident management tools such as ServiceNow, Active Directory, and Okta.
Strong problem‑solving and troubleshooting abilities.
Superb communication and customer‑service skills.
Associate’s degree or Bachelor’s degree (BA/BS) preferred.
Job Type & Location Contract position based out of Indianapolis, IN. Fully onsite.
Pay and Benefits
Pay range: $25.00 – $30.00 /hr.
Medical, dental & vision
Critical Illness, Accident, and Hospital coverage
401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
Life Insurance (Voluntary Life & AD&D for employee and dependents)
Short and long‑term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off / Leave (PTO, vacation, sick leave)
Equal Opportunity Employer The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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Shift and Work Environment Sun, Mon, Tue: 7 am – 7 pm Wed: 7 am – 11 am (basic desktop support tasks; no main service‑desk work) Hybrid model: Remote on Sunday, onsite Mon‑Wed First 3 weeks: training with help desk team, 8 am – 5 pm onsite
Responsibilities
Serve as first point of contact for IT support, addressing hardware, software, network, printer and application issues.
Assist users with setup, configuration, and troubleshooting of IT equipment and software.
Provide technical support for Windows desktop OS, proprietary software, virtual desktops, mobile OS, printers, and other IT systems.
Manage account lifecycle tasks—user setup, deprovisioning, access controls, password resets.
Conduct new hire orientations and onboarding for IT systems and tools.
Monitor IT systems and networks, proactively identifying and addressing potential disruptions.
Configure, implement, and coordinate automated production job scheduling to maintain operational efficiency.
Develop and maintain documentation for troubleshooting, common issues, and resolutions.
Update and manage the knowledge base to streamline issue resolution and prevent recurring problems.
Perform routine maintenance and checks to ensure IT infrastructure stability and performance.
Identify and implement process improvements to enhance service‑desk operations and user experience.
Participate in team meetings and contribute to new support strategies and initiatives.
Be available for on‑call support or work outside regular business hours as needed.
Qualifications & Experience
Previous experience in technical support or service‑desk role.
Proficiency in supporting common IT systems, hardware, and software—including operating systems, office suites, printers, and network components.
Experience supporting Windows and macOS operating systems.
Relevant technical certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator).
Familiarity with IT service management (ITSM) principles and practices.
Familiarity with ticket and incident management tools such as ServiceNow, Active Directory, and Okta.
Strong problem‑solving and troubleshooting abilities.
Superb communication and customer‑service skills.
Associate’s degree or Bachelor’s degree (BA/BS) preferred.
Job Type & Location Contract position based out of Indianapolis, IN. Fully onsite.
Pay and Benefits
Pay range: $25.00 – $30.00 /hr.
Medical, dental & vision
Critical Illness, Accident, and Hospital coverage
401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
Life Insurance (Voluntary Life & AD&D for employee and dependents)
Short and long‑term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off / Leave (PTO, vacation, sick leave)
Equal Opportunity Employer The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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