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It Service Desk Analyst Jobs (NOW HIRING)

Mattamy Homes

Service Desk Analyst

Scottsdale, AZ · On-site

$20.75 - $28.25/hr

Mattamy Asset Management Department: IT Enterprise Services, Mattamy Asset Management Employment ... The Service Desk Analyst is familiar with queue management techniques to ensure prompt and ...

Tech Marketing

IT Service Desk lead

Durham, NC · On-site

IT Service Desk Lead This is Mandeep Singh from US IT Solutions. We offers services in IT staffing, ... Experience researching, analyzing and interpreting automated system problems. Very good oral and ...

D4C Dental Brands

Service Desk Analyst

Atlanta, GA · On-site

$20 - $27.50/hr

The Service Desk Analyst plays a vital role on our IT Service Desk, providing frontline technical support to employees across our corporate offices nationwide. This role requires a strong combination ...

TEKsystems

Service Desk Analyst

Oshkosh, WI

$18 - $20/hr

The Service Desk Analyst will troubleshoot hardware, software, access, and application-related ... Serve as the first point of contact for IT support requests received via phone, email, chat, and ...

vTech Solution

Service Desk Analyst

Phoenix, AZ · On-site

$20.25 - $27.75/hr

Level 1 Service Desk Analyst Type: Contract - 12 Months (Probability of Extension) Location ... Their primary focus is on providing human-centered IT solutions for government and business sectors ...

Harriscomputer

Service Desk Analyst

Pittsburgh, PA · On-site

$22/hr

Service Desk Analyst Location: St Clair Hospital in Pittsburgh, PA (Onsite) About Altera Altera, a ... Harris Computer Corporation family, delivers health IT solutions that support caregivers around the ...

Integral Services Company

IT Service Desk Lead

Vienna, VA · On-site

$130K - $145K/yr

Overview IT SERVICE DESK LEAD Location: Vienna, VA / Fort Belvoir, VA Clearance: Active TS/SCI ... analyze incident trends, service request volumes, escalation patterns, and operational risks ...

AtNetPlus

Service Desk Analyst

Stow, OH · On-site

$18.75 - $25.50/hr

AtNetPlus is a Managed Service Provider providing our clients IT support, cybersecurity, 24/7 ... The Service Desk Analyst will be responsible for providing technical assistance and support related ...

AtNetPlus

Service Desk Analyst

Stow, OH · On-site

$18.75 - $25.50/hr

AtNetPlus is a Managed Service Provider providing our clients IT support, cybersecurity, 24/7 ... The Service Desk Analyst will be responsible for providing technical assistance and support related ...

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It Service Desk Analyst information

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How much do it service desk analyst jobs pay per hour?

As of Aug 13, 2026, the average hourly pay for it service desk analyst in the United States is $24.09, according to ZipRecruiter salary data. Most workers in this role earn between $19.71 and $26.92 per hour, depending on experience, location, and employer.

What is an IT Service Desk Analyst?

IT Service Desk Analysts are professionals who provide technical support and assistance to users within an organization. They are responsible for resolving hardware, software, and network issues, either by guiding users through solutions remotely or escalating problems to specialized teams if necessary. IT Service Desk Analysts act as the first point of contact for IT-related problems, ensuring minimal disruption to business operations. They also document incidents, track resolutions, and help improve IT support processes.

What are the key skills and qualifications needed to thrive as an IT Service Desk Analyst?

To thrive as an IT Service Desk Analyst, you need a solid understanding of computer hardware, software troubleshooting, and basic networking concepts, typically supported by a relevant degree or certifications such as CompTIA A+ or ITIL Foundation. Familiarity with ticketing systems like ServiceNow, remote desktop tools, and knowledge base platforms is commonly required. Strong communication, patience, and problem-solving abilities set outstanding analysts apart when assisting users. These skills ensure timely and effective technical support, minimizing downtime and enhancing overall user satisfaction.

What are some common challenges faced by IT Service Desk Analysts, and how can they effectively address them?

IT Service Desk Analysts often encounter challenges such as managing high volumes of support requests, troubleshooting diverse technical issues, and communicating complex information to users with varying technical backgrounds. Effective time management, strong problem-solving skills, and clear communication are essential to address these challenges. Building a good rapport with end-users and staying updated on company systems and procedures can also help analysts provide timely and accurate support. Regular training and collaboration with teammates further enhance their ability to resolve issues efficiently.

What is the difference between It Service Desk Analyst vs Network Support Technician?

AspectIt Service Desk AnalystNetwork Support Technician
CertificationsITIL, CompTIA A+CompTIA Network+, Cisco CCNA
Work EnvironmentHelp desk, remote support, officeNetwork labs, data centers, on-site
Industry UsageIT service providers, corporate ITTelecommunications, enterprise networks
Common Search IntentCustomer support, troubleshootingNetwork issues, infrastructure support

The It Service Desk Analyst primarily handles end-user support, troubleshooting software and hardware issues, and managing service requests. In contrast, the Network Support Technician focuses on maintaining and troubleshooting network infrastructure, such as routers and switches. While both roles require technical certifications and involve problem-solving, the Service Desk Analyst emphasizes customer service and software issues, whereas the Network Support Technician specializes in network hardware and connectivity. Understanding these differences helps employers and job seekers target the right skills and responsibilities for each role.

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What cities are hiring for It Service Desk Analyst jobs? Cities with the most It Service Desk Analyst job openings:
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It Service Desk Analyst jobs near you
Infographic showing various It Service Desk Analyst job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 77% Full Time, 19% Part Time, and 3% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $50,106 per year, or $24.1 per hour.

Service Desk Analyst III

International Marine and Industrial Applicators

San Diego, CA • On-site

$80K - $90K/yr

Full-time, Part-time, Per diem

Medical, Dental, Vision, Life, Retirement

Posted 20 days ago

Job description

About the Organization
IMIA,LLC is the only national marine surface preparation painting contractor servicing every U.S. Port with a mobile full time workforce that ensures that a quality product is delivered on time every time. IMIA, LLC has the equipment, seasoned deckplate supervision and mechanics, as well as rigorous corporate safety and quality programs and financial strength to support our customer's preservation needs in a truly superior and comprehensive fashion.
IMIA, LLC offers a comprehensive benefit package to eligible employees. Eligible employees may enroll in:
• Health
• Dental
• Vision
• Life
• LTD
• Accident
• Critical Illness
• 401k
Employees and their household members are also eligible to participate in the company's Employee Assistance Program.
Per Diem OR Dislocation Allowance may be provided to eligible employees to reimburse some or all of the cost an employee might be reasonably expected to incur for lodging, meals, and incidental expenses while traveling out of town for work.
EOE Statement
IMIA, LLC is an equal opportunity employer and provides equal employment opportunities (EEO) to all employees regardless of race, color, religion, gender, gender identity or expression, national origin, sexual orientation, age, sex, disability status, marital status, status as a covered veteran, genetics, or any other protected groups under state, federal or local Equal Opportunity Laws. This policy applies to all terms and conditions of employment including but not limited to hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.
Description
POSITION DESCRIPTION
TITLE: Service Desk Analyst III
REPORTS TO: Director, IT
FLSA STATUS: Full Time / Exempt
PAY RANGE: $80,000.00-$90,000.00 Annually DOE
FT / PT STATUS: Full Time
LOCATION: Office [Chula Vista, CA]
CLEARANCE: Not required; ability to obtain clearance if required by contract
CITIZENSHIP: US citizenship required
**THIS POSITION WILL PERFORM WORK FOR ARMADA PARENT, INC.**
SUMMARY
The Service Desk Analyst III provides advanced technical support for end users across the organization by receiving, documenting, prioritizing, troubleshooting, resolving, and escalating complex IT incidents and service requests. This position serves as a senior escalation resource within the service desk function, supporting desktops, laptops, mobile devices, printers, Microsoft 365 GCCH services, line-of-business applications, user accounts, endpoint tools, and related technology. The Service Desk Analyst III is expected to work with a high degree of independence, support assigned Coast coverage and cross-coverage needs, mentor Level I and Level II analysts, identify recurring issues, contribute to knowledge management, and help improve service desk processes while delivering responsive, professional, and customer-focused support.
ESSENTIAL DUTIES & RESPONSIBILITIES
  • Serve as an advanced service desk resource and primary escalation point for complex IT support requests received by phone, email, ticketing system, chat, or in person.
  • Provide assigned Coast support and backup coverage for other service desk personnel, operating company locations, and alternate Coast assignments as needed to maintain responsive support and continuity of service.
  • Log, categorize, prioritize, document, and track incidents and service requests through resolution in the IT service management system, ensuring ticket quality, ownership, follow-up, and timely user communication.
  • Troubleshoot and resolve advanced hardware, software, network connectivity, printer, mobile device, VPN, Microsoft 365 GCCH, endpoint, account access, and line-of-business application issues.
  • Perform and support password resets, account unlocks, access request processing, equipment support, and user account administration in accordance with company policies, access control requirements, and security procedures.
  • Install, configure, deploy, maintain, and support desktops, laptops, peripherals, standard software, approved endpoint configurations, and assigned service desk tools.
  • Provide remote and desk-side support to diagnose technical issues, guide users through resolution steps, restore service, and reduce repeat incidents where practicable.
  • Triage escalated tickets from Level I and Level II analysts, validate troubleshooting performed, determine next steps, and coordinate referral to infrastructure, cybersecurity, application, MSP, MSSP, or vendor support teams when needed.
  • Support onboarding, offboarding, equipment issuance, equipment returns, access changes, and user technology readiness for employees, contractors, and other authorized users.
  • Maintain accurate asset, ticket, troubleshooting, escalation, and knowledge base documentation to support repeatable service delivery and continuous improvement.
  • Mentor Level I and Level II analysts by sharing troubleshooting guidance, reinforcing documentation standards, supporting ticket handoffs, and helping build technical capability within the service desk.
  • Identify trends, recurring issues, service gaps, and opportunities to improve service desk procedures, user training, self-service materials, technical standards, and support workflows.
  • Support queue management, escalation tracking, major incident support, service desk metrics, and continuous improvement activities as directed by IT leadership.
  • Follow established change management, incident management, cybersecurity, data handling, acceptable use, and service desk operating procedures.
  • Perform other related duties as assigned.

SUPERVISORY RESPONSIBILITY
  • None

LEVELING GUIDELINES
Level
Scope and Expectations
Service Desk Analyst I
Entry-level service desk role focused on intake, documentation, basic troubleshooting, password resets, account unlocks, standard hardware and software support, ticket routing, and user communication. Works under close guidance and follows established procedures, scripts, and knowledge base articles.
Service Desk Analyst II
Intermediate service desk role that independently resolves a broader range of endpoint, Microsoft 365 GCCH, printer, VPN, mobile device, application, and user access issues. Provides assigned Coast coverage with limited supervision, identifies recurring issues, contributes to knowledge base content, and supports onboarding and equipment deployments.
Service Desk Analyst III
Advanced service desk role responsible for complex troubleshooting, escalated tickets, cross-coverage coordination, queue management support, recurring issue analysis, and mentoring Level I and Level II analysts. Serves as a key escalation point before referral to infrastructure, cybersecurity, applications, MSP, MSSP, or vendor teams.
Service Desk Analyst IV
Senior-level service desk role that provides expert-level technical support, leads service desk process improvement, assists with major incident coordination, develops standards and knowledge base content, supports service metrics and reporting, mentors analysts across levels, and partners with IT leadership on continuous improvement, training, and service delivery maturity.
KNOWLEDGE, SKILLS, ABILITIES & ATTRIBUTES
  • Excellent customer service skills with the ability to communicate technical information clearly to non-technical users, business stakeholders, IT teammates, managed service providers, and vendors.
  • Advanced troubleshooting, analytical thinking, problem-solving, escalation management, and service restoration skills.
  • Excellent verbal and written communication skills, including clear ticket documentation, user updates, escalation notes, knowledge base content, and service improvement recommendations.
  • Excellent organizational skills and attention to detail, including accurate ticket documentation, follow-up, asset records, support handoffs, metrics support, and process documentation.
  • Ability to manage multiple priorities, guide urgent support activity, coordinate escalations, and remain calm while supporting high-priority technical issues.
  • Strong working knowledge of Windows operating systems, Microsoft 365 GCCH, Active Directory or Entra ID, endpoint hardware, printers, mobile devices, VPN, cybersecurity tools, remote support tools, asset management, and common business applications.
  • Ability to follow, reinforce, and improve cybersecurity, access control, confidentiality, data handling, acceptable use, change management, and incident management requirements.
  • Ability to work independently and collaboratively with IT team members, managed service providers, managed security service providers, vendors, business users, and leadership.
  • Ability to mentor junior analysts, support escalation management, identify process improvements, and contribute to service desk standards, queue review, metrics, and reporting.
  • Ability to lead complex service desk initiatives, coordinate with IT leadership, and promote service delivery maturity across the IT support function.

EDUCATION AND EXPERIENCE
  • Bachelor's degree in information technology, computer science, cybersecurity, information systems, business technology, or a related field preferred.
  • Equivalent progressive IT support experience, advanced technical training, relevant certifications, and six or more years of related IT support experience may be considered in lieu of a bachelor's degree.
  • Experience independently resolving escalated service desk tickets involving Microsoft Windows, Microsoft 365 GCCH, endpoint devices, printers, mobile devices, VPN, identity and access tools, and common business applications preferred.
  • Experience supporting onboarding, offboarding, equipment deployment, user access changes, ticket documentation, knowledge base development, and escalation coordination preferred.
  • Experience mentoring or providing technical guidance to junior service desk analysts preferred.
  • CompTIA A+, Network+, Security+, Microsoft, ITIL Foundation, HDI, or similar certification preferred.
  • Experience supporting users in a multi-site, government contracting, maritime, industrial, or regulated business environment preferred.

WORKING CONDITIONS / PHYSICAL REQUIREMENTS
  • This position operates primarily in a professional office or service desk environment with occasional support at operating company locations, job sites, or user work areas.
  • Must be able to sit for prolonged periods of time at a desk; must be able to view a computer screen for prolonged periods of time; must be able to enter data using a keyboard accurately and efficiently.
  • Must be able to communicate effectively by phone, email, ticketing system, chat, and in person.
  • May be required to walk, bend, kneel, reach, or access workstations, printers, conference rooms, network closets, or other equipment locations.
  • Ability to lift, carry, push, or pull IT equipment and peripherals up to 25 pounds occasionally.
  • May be required to participate in after-hours support, maintenance windows, or incident response activities as business needs require.

EQUIPMENT USED
  • Desktop computers, laptops, docking stations, monitors, keyboards, mice, headsets, and related peripherals.
  • Mobile phones, tablets, printers, scanners, copiers, and conference room technology.
  • IT service management, remote support, endpoint management, asset management, and documentation tools.
  • Microsoft Windows, Microsoft 365, collaboration tools, VPN clients, security tools, and approved business applications.

*This is a general list and is not all inclusive.
REASONABLE ACCOMMODATIONS
  • Accommodations may be made to enable qualified individuals with disabilities to perform essential job functions

Location
California
Salary Range
Exempt/Non-Exempt
Exempt
This position is currently accepting applications.

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