What are the responsibilities and job description for the Service Desk Analyst position at Alpha Net Consulting LLC?
e are looking for a motivated and customer-focused Service Desk Analyst to join our IT support team. This entry-level role is perfect for individuals who have a passion for technology, strong communication skills, and a desire to learn. You will be the first point of contact for internal users, helping to resolve technical issues and escalate problems when needed.
Key Responsibilities:
- Act as the first point of contact for users seeking IT assistance via phone, email, or service ticketing system.
- Record, classify, and track incidents and service requests in the ticketing system.
- Provide basic troubleshooting support for hardware, software, networking, and printer issues.
- Escalate unresolved issues to higher-level support teams as necessary.
- Assist with password resets, account unlocks, and basic access issues.
- Follow standard procedures for incident resolution and request fulfillment.
- Maintain documentation of common issues and solutions.
- Ensure high levels of customer satisfaction through excellent service and communication.
Requirements:
- Education: High school Diploma / GED / Higher
- Experience: 1–2 years in a technical support or customer service role (internships count).
- Familiarity with Windows and/or macOS operating systems.
- Basic knowledge of Microsoft Office 365 applications.
- Understanding of IT concepts like user accounts, file permissions, and network connectivity.
- Strong verbal and written communication skills.
- Ability to work in a team-oriented, fast-paced environment.
- Willingness to learn and grow in an IT career.
Preferred Qualifications:
- Experience using a ticketing system (e.g., ServiceNow, JIRA, Zendesk).
- Certifications such as CompTIA A , ITIL Foundation, or Microsoft Certified: Fundamentals (optional, but a plus).
Job Types: Contract, Temp-to-hire
Pay: $16.00 - $16.25 per hour
Work Location: In person
Salary : $16 - $16
