Service Desk Analyst

Overview

Remote
Up to $35
Contract - W2
No Travel Required

Skills

ServiceNow (or similar ITSM tools)
Incident Management
Service Request Fulfillment
Problem Management
ITSM (IT Service Management) Frameworks
Ticket Logging
Monitoring System Alerts
ITIL Framework (v3/v4 preferred)
SLA (Service Level Agreement) Management
Phone
Email
Chat
Web Communication Channels
Incident Documentation
Triage and Escalation Procedures
ITIL v3 or v4 Certification (preferred).

Job Details

***W2 Only - No C2C
***Not accepting 3rd party resumes

Location: Remote from anywhere in the United States
Employment Type: 9-month contract w/potential for extension
Federal Onboarding: Public Trust - Need to pass government clearance
Background Check and Drug Screening Required

Job Description

We are seeking a Service Desk Analyst to join our dynamic IT Service Management (ITSM) team in providing Tier 1 and Tier 2 support for FPAC applications and technical issues. This position focuses on Incident, Knowledge, and Problem Management for a wide array of IT systems, leveraging the ServiceNow platform.

The successful candidate will be responsible for ensuring efficient request fulfillment, accurate ticket management, and exceptional customer service while adhering to established ITSM processes. You should be able to manage service requests and incidents to closure with minimal supervision within 30 days of onboarding.

Key Responsibilities

  • Log, categorize, and manage Incidents and Service Requests (SRs) using ServiceNow.

  • Provide initial investigation, triage, and resolution for end-user issues.

  • Escalate unresolved incidents to appropriate internal teams within established SLA timeframes.

  • Maintain clear communication with users and update all ticket details upon resolution.

  • Identify and promote opportunities for continual service improvement (CSI).

  • Support all communication channels: phone, email, chat, web portal.

  • Participate in shift handovers, ensuring no loss of information between shifts.

  • Monitor and respond to system-generated alerts to prevent outages.

  • Adapt to and manage incident volume surges during peak periods.

  • Conduct quality assurance reviews to maintain service desk excellence.

Required Qualifications

  • 2+ years of experience in a Service Desk or IT Support role.

  • Strong working knowledge of ServiceNow or similar ITSM platforms.

  • Familiarity with Incident Management, Request Fulfillment, and Problem Management best practices.

  • Excellent communication and customer service skills.

  • Proven ability to work independently and manage tickets to resolution with minimal oversight.

  • Experience with ITIL framework and processes is preferred.

Preferred Qualifications

  • ITIL v3/v4 Certification.

  • Experience supporting federal government or enterprise-level IT environments.

  • Strong documentation and knowledge base contribution experience.

Why Join Us?

  • Work on impactful government IT systems.

  • Be part of a growing and collaborative ITSM team.

  • Access opportunities for professional development and training.

  • Enjoy a flexible and responsive work environment.

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.