Service Desk Analyst

Title: Service Desk Analyst
Location:  Jacksonville, FL
Target Start Date: 2/16/2026
Type: (C, CTH, D) C
Pay Rate / Salary (Ranges OK): 21
 
 
Selling Point on Client - The manager is great to work for, you will have the opportunity to learn and contribute to a great team. 
 
Job Description:
 
Seeking a Service Desk Analyst to provide high-quality technical support to internal employees across the organization. This role serves as the first point of contact for IT-related issues and requests, ensuring timely resolution while delivering excellent customer service. The ideal candidate will have experience supporting end users in a fast-paced environment and will be comfortable working within ServiceNow for incident, request, and knowledge management.
Key Responsibilities

• Serve as the first-level point of contact for IT support via phone, email, chat, and ServiceNow

• Log, track, prioritize, and resolve incidents and service requests using ServiceNow

• Troubleshoot hardware, software, network, and application issues for end users

• Escalate complex or unresolved issues to appropriate Tier 2/3 support teams

• Follow ITIL-based processes and Service Level Agreements (SLAs)

• Provide clear and professional communication to users regarding issue status and resolution

• Perform user account administration (password resets, access requests, MFA support, etc.)

• Support Windows-based environments, Microsoft 365, VPNs, printers, and standard enterprise applications

• Understand the importance of and maintain accurate documentation and contribute to knowledge base articles

• Ensure compliance with VyStar Credit Union security policies and regulatory requirements

Required Qualifications

• 1-3 years of experience in a Service Desk, Help Desk, or Technical Support role

• Hands-on experience using ServiceNow or similar ITSM tools

• Strong troubleshooting skills across desktops, laptops, and common business applications

• Familiarity with Windows OS, Active Directory, Citrix, and Microsoft 365

• Excellent customer service and communication skills

• Ability to multitask, prioritize, and work effectively in a team environment

Preferred Qualifications

• Experience supporting financial services or regulated environments

• ITIL Foundation certification or ITIL-based working knowledge

• Experience with remote support tools and VPN troubleshooting

• Knowledge of endpoint management and basic networking concepts

Soft Skills & Competencies

• Customer-focused mindset with strong attention to detail

• Professional, reliable, and adaptable

• Strong problem-solving and documentation skills
• A desire for continuous learning coupled with a will to perform at the highest level