Service Desk Analyst

Overview

Remote
On Site
Hybrid
BASED ON EXPERIENCE
Contract - W2
Contract - Independent

Skills

Performance Management
Preventive Maintenance
Project Management
PASS
Finance
Screening
Service Desk
Technical Support
Incident Management
Dashboard
Documentation
SLA
Service Management
Reporting
Quality Assurance
Regulatory Compliance
Standard Operating Procedure
Workflow
Knowledge Base
Team Leadership
Remote Access
Computer Hardware
Collaboration
Shipping
SAFE
Help Desk
IT Service Management
Remote Support
Management
Communication
Security Clearance
Recruiting
Professional Services
Genetics
Law

Job Details

Role: Service Desk Analyst - Night Shift
Location: Remote (must be within driving distance of Dallas, TX for occasional on-site support)
Shift: Night Shift | 8:00 PM ET - 8:00 AM ET
Rate: $3500-3700/month + PTO and holiday pay
Clearance Requirement: U.S. Citizenship and ability to pass a Public Trust background check (criminal, financial, drug screening)

Position Overview:

Seeking a Service Desk Analyst for a night shift role in a 24x7x365 IT support environment. This entry-level position provides Level 1 IT support, including incident resolution and service request handling through calls, emails, and system alerts.

Key Responsibilities:

< data-end="845" data-start="815">Service Desk Support:</>

  • Provide first-level IT support for incident resolution and service request fulfillment.

  • Handle a high volume of emails and phone calls professionally and efficiently.

  • Comply with phone availability requirements throughout the shift using softphone tools.

< data-end="1137" data-start="1108">Incident Management:</>

  • Monitor dashboards and alerting systems; create and escalate incident tickets as needed.

  • Ensure proper categorization, prioritization, and documentation of all incidents.

  • Perform proactive outreach for incidents nearing SLA breach and manage ticket lifecycle through closure.

< data-end="1450" data-start="1421">Escalation Handling:</>

  • Execute defined escalation procedures using notification tools.

  • Properly document all escalation steps in the service management system.

< data-end="1632" data-start="1593">Reporting & Quality Assurance:</>

  • Generate and distribute daily operational and incident reports.

  • Perform quality checks on tickets for accuracy, resolution, and compliance.

< data-end="1824" data-start="1778">Standard Operating Procedures (SOPs):</>

  • Follow documented work instructions and workflows stored in the knowledge base.

  • Communicate updates or changes to procedures to team leadership.

Remote & On-Site Responsibilities:

< data-end="2047" data-start="2024">Remote Duties:</>

  • Use appropriate tools for softphone use, bridge line setup, and virtual meetings.

  • Adhere to all remote access procedures and protocols.

< data-end="2226" data-start="2189">On-Site Support (as needed):</>

  • Support local site operations including hardware handling, vendor escorts, and facility coordination.

  • Perform data center walk-throughs, tape management, shipping/receiving, and safe access activities.

Qualifications:

  • Entry-level IT knowledge or helpdesk experience preferred.

  • Familiarity with ITSM platforms and remote support tools.

  • Ability to manage high volumes of tasks and maintain composure under pressure.

  • Strong written and verbal communication skills.

  • U.S. Citizenship and eligibility for Public Trust clearance.

    Our benefits package includes:

  • Comprehensive medical benefits
  • Competitive pay, 401(k)
  • Retirement plan
  • and much more!

  • About INSPYR Solutions
    As a leading technology solutions company, we connect top IT talent with clients to provide innovative business solutions through our IT Staffing, Professional Services, and Infrastructure Solutions divisions. There are four elements that set us apart and serve as pillars of our company philosophy: Quality, Expertise, People, and Relationships. By always striving for excellence in these areas and focusing on the human aspect of our business, we work seamlessly together with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.

    INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

About INSPYR Solutions