Tech Support Analyst II US

IT Service Desk Analyst (Part-Time)

Pay Rate : $26.00 / hr

Environment : Manufacturing Setting

Schedule : 3 days per week, PT hours (8 : 00 AM-12 : 00 PM or 12 : 00 PM-4 : 00 PM)

Position Overview

The IT Service Desk Analyst will join the Global Service Desk team, serving as the single point of contact for the intake, triage, and resolution of incidents, as well as management of service requests. This role supports multiple communication channels including phone, self-service portal, email, and walk-up support.

The primary responsibility is to ensure prompt and efficient service delivery to end users by monitoring, managing, and resolving incidents and requests. Where full resolution is not possible, the analyst will ensure accurate review, documentation, and escalation to the appropriate IT teams.

Key Responsibilities

• Serve as the first point of contact for IT issues and requests via phone, email, portal, and walk-up support.
• Triage, troubleshoot, and resolve incidents within the Service Desk's scope of responsibility.
• Escalate tickets to appropriate IT teams with proper documentation when necessary.
• Monitor ticket queues to ensure timely resolution and service level compliance.
• Maintain accurate, up-to-date records of incidents and resolutions.
• Provide excellent customer service and support in a manufacturing environment.

Qualifications / Requirements :

Benefits (employee contribution) :

Health insurance

Health savings account

Dental insurance

Vision insurance

Flexible spending accounts

Life insurance

Retirement plan

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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