Service Desk Analyst

Job DescriptionJob DescriptionJob Title: Service Desk Analyst (Level 1)
Location: Bonita Springs, FL (Onsite)
Job Type: Contract (6 months with strong potential for extension)
Schedule: Monday-Friday, 7:00 AM - 4:00 PM
Pay Rate: Up to $24.50/hour
Overview
We are seeking a Service Desk Analyst (Level 1) to serve as the primary point of contact between employees and the IT organization. This role supports field teams, internal staff, and executive leadership - including C-suite users - by delivering high-quality technical support and ensuring a seamless user experience.
This is a fast-paced, customer-facing role ideal for someone with 2-3+ years of Tier II technical support experience (Tier I candidates with strong experience will also be considered).
Key Responsibilities
Provide support for incidents and service requests via phone, email, and self-service tickets
Deliver exceptional customer service to all users, including executive leadership
Troubleshoot hardware, software, and application issues to determine root cause quickly
Document all interactions clearly and accurately within ticketing systems
Communicate effectively with internal teams to ensure timely issue resolution
Participate in User Acceptance Testing (UAT) and Business Acceptance Testing (BAT)
Educate users on new technologies, processes, and system enhancements
Assist with service desk reporting, metrics, and continuous improvement efforts
Support applications and infrastructure across North America
Qualifications
2-3+ years of technical support experience (Tier II preferred; Tier I considered)
Experience troubleshooting complex technical issues
Strong customer service background
Familiarity with IT systems, applications, and support processes
Experience with ITIL practices and/or ServiceNow is a plus
Proficiency in Microsoft Office (Excel, Word, PowerPoint) is a plus
Education
High School Diploma required
Associate's or Bachelor's degree in IT, Computer Science, or related field preferred (or equivalent experience)
Key Skills
Strong problem-solving and analytical abilities
Excellent verbal and written communication skills
Ability to explain technical concepts to non-technical users
Strong organizational skills and attention to detail
Ability to multitask and adapt in a fast-paced environment
Team-oriented mindset with the ability to work independently
Core Competencies
Computer & Mobile Device Troubleshooting
Critical Thinking
Attention to Detail
Dependability
Customer Focus
Why Apply?
Opportunity to support a dynamic, enterprise-level IT environment
Exposure to executive-level support
Potential for contract extension
Collaborative and team-oriented workplace
Equal Opportunity Employer / Disabled / Protected Veterans
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For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.
We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.
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We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Company DescriptionThis company offers growth and a great group of people to work with.Company DescriptionThis company offers growth and a great group of people to work with.