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L1 Service Desk Analyst Jobs (NOW HIRING)

Netrix Global

Service Desk Analyst

$21 - $28.75/hr

Netrix Global is seeking Service Desk Analyst I will provide timely and accurate tier one technical support to all clients generated from calls and emails, as well as ticket escalations and ...

Inteliblue

Service Desk Analyst

Columbus, OH · On-site

$19.75 - $27/hr

Service Desk Analyst Location: Columbus, OH Duration: Long Term Interview Type: WebEx Required Skills: * Required to have a dedicated workspace at home and be able to work from home without ...

TEKsystems

Service Desk Analyst

Oshkosh, WI

$18 - $20/hr

The Service Desk Analyst will troubleshoot hardware, software, access, and application-related issues while ensuring a high level of customer service and timely resolution. Key Responsibilities

Everwise Credit Union

Service Desk Analyst

Indianapolis, IN · On-site

$19.50 - $26.75/hr

The Service Desk Analyst is responsible for providing timely, courteous support for Tier 1 incidents and ensuring the efficient and appropriate escalation of complex issues while adhering to ...

Everwise Credit Union

Service Desk Analyst

Indianapolis, IN · On-site

$19.50 - $26.75/hr

The Service Desk Analyst is responsible for providing timely, courteous support for Tier 1 incidents and ensuring the efficient and appropriate escalation of complex issues while adhering to ...

PS Logistics

Service Desk Analyst

Birmingham, AL · On-site

$19.25 - $26.25/hr

The Service Desk Analyst will triage, diagnose, and remediate a wide variety of technical issues for end users across all areas of PS Logistics and its companies. They will respond to requests for ...

Vertisystem Inc.

Service Desk Analyst

Dallas, TX · On-site

$20.25 - $27.75/hr

We're looking for a Tier 1 Service Desk Analyst to join our growing IT team. You'll be the first point of contact for technical support, helping employees resolve hardware, software, and basic ...

TEKsystems

Service Desk Analyst

Grand Rapids, MI

$24/hr

Service Desk Analyst will be receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools ...

TEKsystems

Service Desk Analyst

Beloit, WI · Hybrid

$19 - $21/hr

Service Desk Analyst (Tier 1 Support) Are you passionate about technology and helping others solve technical problems? We're looking for a customer-focused Service Desk Analyst to join a growing ...

PS Logistics

Service Desk Analyst

Birmingham, AL · On-site

$19.25 - $26.25/hr

The Service Desk Analyst will triage, diagnose, and remediate a wide variety of technical issues for end users across all areas of PS Logistics and its companies. They will respond to requests for ...

IT Associates, Inc.

Service Desk Analyst

Channahon, IL · On-site

$25/hr

Information Services (IS) Service Desk Analyst 32 hours a week (Monday - Thursday) 6+ month contract role Location - Channahon, IL Our client is looking to add a Service Desk Analyst to their team ...

Alpha Consulting Corp.

Analyst Service Desk 1

San Antonio, TX · On-site

$18.50 - $25.25/hr

Alpha Consulting Corp. is seeking a Service Desk Analyst to provide IT support for users experiencing issues with computer hardware or software. The role involves handling incoming queries ...

Aecon Group Inc.

Service Desk Analyst

Charlotte, NC · On-site

$20.25 - $27.50/hr

The Service Desk Analyst will leverage the Information Services team to ensure that customer satisfaction is maintained, service levels are achieved, and quality is not compromised What You'll Do ...

nfrastructure

Service Desk Analyst

Buffalo, NY · On-site

$19.75 - $27/hr

Company Description Let's Work Together Service Desk Analyst This position is based in Buffalo, NY LIFE at nfrastructure At nfrastructure, we understand that our success results from our diverse ...

TEKsystems

Service Desk Analyst

Grand Rapids, MI · On-site

$24/hr

Service Desk Analyst will be receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools ...

Select For Hire

Sr. Service Desk Analyst

Richmond, VA · On-site

$20 - $27.50/hr

\n \n \n A leading Richmond based tech services organization is looking for a Sr . Service Desk Analyst to manage the delivery of technical issue resolution and infrastructure support within an ...

Global Data Consultants

Service Desk Analyst

Mckinney, TX · On-site

$19 - $26/hr

The Service Desk Analyst is a critical member of the Information Services Team, delivering exceptional user experience and technical support to all users across Field Support Services (FSC) and ...

Addison Group

Service Desk Analyst

Chicago, IL · Remote

$20 - $25/hr

Service Desk Analyst I (2nd Shift) Industry: Information Technology / Technical Support Location (City, State): Chicago, IL (Remote with preference for local candidates) Assignment Type: Long-Term ...

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L1 Service Desk Analyst information

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How much do l1 service desk analyst jobs pay per hour?

As of Aug 21, 2026, the average hourly pay for l1 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 L1 Service Desk Analyst?

L1 Service Desk Analysts are frontline IT support professionals who assist users with basic technical issues and service requests. They handle tasks such as password resets, software installation, troubleshooting connectivity problems, and logging incidents. Their primary goal is to resolve common issues quickly or escalate more complex problems to higher-level support teams. L1 analysts are essential for maintaining smooth IT operations and ensuring customer satisfaction by providing prompt assistance.

What are the key skills and qualifications needed to thrive as an L1 Service Desk Analyst?

To thrive as an L1 Service Desk Analyst, you need foundational IT knowledge, troubleshooting abilities, and typically a diploma or certification in information technology or a related field. Familiarity with ticketing systems (like ServiceNow or Jira), remote desktop tools, and basic networking concepts is essential. Excellent communication skills, patience, and a customer-oriented mindset help you resolve issues efficiently and maintain user satisfaction. These skills and qualities are crucial for quickly diagnosing problems, providing effective support, and ensuring seamless IT operations.

What are the most common challenges faced by L1 Service Desk Analysts during their shifts?

L1 Service Desk Analysts often encounter high volumes of support requests, which can make prioritization and time management challenging. They must quickly troubleshoot a variety of technical issues, often with limited information from users who may not be technically savvy. Additionally, balancing effective communication with users and escalating more complex issues to higher-level teams requires strong interpersonal and organizational skills. Remaining calm under pressure and maintaining a customer-focused attitude are key to overcoming these challenges.

What is the difference between L1 Service Desk Analyst vs Help Desk Technician?

AspectL1 Service Desk AnalystHelp Desk Technician
CertificationsITIL, CompTIA A+CompTIA A+, HDI Support Center Analyst
Work EnvironmentCorporate IT support, remote and on-siteHelp desk, call centers, remote support
Employer & IndustryIT service providers, large organizationsIT support companies, internal IT teams

The L1 Service Desk Analyst and Help Desk Technician roles often overlap in certifications and work environments, focusing on initial IT support. However, L1 Service Desk Analysts typically handle more complex issues and escalate when necessary, while Help Desk Technicians primarily resolve basic technical problems. Both roles are essential in maintaining IT support services across various industries.

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Cities with the most L1 Service Desk Analyst job openings:

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States with the most job openings for L1 Service Desk Analyst jobs include:

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L1 Service Desk Analyst jobs near you
Infographic showing various L1 Service Desk Analyst job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 78% Full Time, 18% Part Time, and 3% Contract. Highlights an 90% Physical, 1% Hybrid, and 9% Remote job distribution, with an average salary of $50,106 per year, or $24.1 per hour.

Service Desk Analyst

Netrix Global

Remote

$21 - $28.75/hr

Full-time

Posted 7 days ago

Job description

About The Opportunity
This Service Desk Analyst position is a remoteUnited Statesbasedrole for future needs for all shifts.
Netrix Global is seeking Service Desk Analyst I will provide timely and accurate tier one technical support to all clients generated from calls and emails, as well as ticket escalations and assignments from management. They will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of all problems, which may range from straightforward to more complicated technical issues. This position requires the Analyst to clearly record information, accurately assign priorities, and resolve or dispatch tickets to the resolver team. Analysts will be responsible for managing their time appropriately, monitoring multiple assignment queues, their personal queue of open tickets, and continually follow up to ensure timely incident resolution and customer satisfaction. Optimal candidate will have two years' experience working in a fast-paced technical service desk environment with a proven track record of having excelled in maintaining high first-call resolution rate and exceeding performance metrics for utilization, occupancy, and ready time in queue.
How You Will Make An Impact
Service Delivery
  • Provide timely and accurate tier one technical support for Netrix clients through response to incoming calls, instant messaging, and email queues.
  • Document incidents and requests reported from the client, the troubleshooting steps performed with their corresponding results accurately and simultaneously into the ITSM system of record.
  • Monitor tickets generated by monitoring systems for critical infrastructure problems; perform troubleshooting to diagnose issues, and escalate issues following the proper escalation process.
  • Monitor and enforce system security guidelines for all clients. Create user accounts and access rights for clients when applicable.
  • Provide exceptional customer service to all clients.
  • Proactively support and maintain effective user relationships by educating clients on system operations and applications.
  • Utilize the Knowledge Base to research, resolve, and respond to incidents and requests received in a timely manner, in accordance to incident management processes.
  • Provide accurate troubleshooting and creative solutions to user problems of basic to moderately complex nature to ensure customer productivity.
  • Manage the incident process for all open incidents by following up with assigned support personal and/or the affected user to ensure timely incident resolution and customer satisfaction.
  • May include User Account Management projects/tasks as needed.
  • May be requested to provide onsite support at customer location as required.

Process Improvement
  • Acquire and maintain knowledge of ITIL best practices for incident management.
  • Participation in the proper onboarding and training of new employees.
  • Write or update technical documentation to be included in the knowledge base for all team members supporting the client to benefit from knowledge acquired.
  • Participate in team projects that enhance the quality of efficiency of the Service Desk.
  • Absorb feedback from management, the Quality Assurance Program and monthly KPI metrics.

Communication
  • Communicate problem trends and unresolved problems to other Service Desk staff and management, including escalation using the designated escalation process.
  • Monitor Netrix corporate email regularly throughout the work shift to maintain current knowledge of internal and customer maintenance and outage scheduling, changes to processes and procedures and other distributed information.
  • Regularly participate in Microsoft Teams discussion groups/Teams and contribute to the conversations.
  • Collaborate with other Netrix support professionals to resolve client issues.
  • Collaborate with client(s) and Netrix personnel for training and process improvement purposes.
  • Keep an open mind, positive attitude and contribute to the team comradery to effectively meet goals and expectations.

Miscellaneous
  • Work at least three holidays per year to provide required coverage of customer contact queues.
  • Employees must use their personal mobile phone to utilize MFA to access Netrix systems.
  • This position might require a Biometric Background Check based on customer need
What You Will Bring To The Table
  • Must be physically based within the United States.
  • College degree, technical school, or equivalent experience preferred.
  • Excellent oral, organizational and written communication skills
  • Minimum 1-3 years experience in a Help Desk/Service Desk or other IT role.
  • Experience with using and troubleshooting Outlook/O365 and Office applications within a network environment (permissions, calendar sharing, delegation, administration)
  • Basic knowledge of PC's, operating systems, applications, networks and hardware concepts.
  • Good analytical and problem solving skills.
  • Diagnosis skills of technical issues.
  • Ability to multi-task and adapt to changes quickly.
  • Self-motivated with the ability to work in a fast-moving environment.

Location: US Remote
Work Hours/Shift: Work shift and exact hours would be discussed and agreed to during the interview process, shifts can be 8 hours/day 5 days a week, or 10 hours/day 4 days a week depending on business needs and candidate state residence. This is a 24/7 Service Desk environment and shifts may change over time, as well as require Saturday or Sunday coverage in an ongoing basis.
About Us
At Netrix Global our values are the philosophies and principles that live by. They support our vision, help us achieve our goals and commit us to a common purpose.
We Own Outcomes, Win Together, Make An Impact, Enjoy The Journey, and Respect All!
Netrix Global is a mission-driven organization with the goal of providing the people, processes, and technology needed to run and scale modern, data-driven businesses that are always on and always secure. Our breadth of capabilities allows us to provide holistic offerings that solve even today's most complex business challenges, delivering to you an integrated, optimized, and future-proof solution.
We work with clients of all sizes and specialize in solutions for healthcare, manufacturing, government, education, financial services, and legal industries. Netrix is consistently ranked in the CRN VAR500, detailing the country's top system integrators.
At Netrix, we're driven to solve business problems with innovative technology solutions. We focus on end-users and are committed to client satisfaction.
What You Can Expect From Us
We offer a competitive compensation package, comprehensive group benefits to meet the needs of you and your family, flexibility, and time off when you need it, and a casual work environment. The role can be remote/home office, with some travel required.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, disability, veteran status, or any other protected characteristic. Our hiring, promotion and compensation processes are based on merit, skills, and qualifications, to ensure a fair and unbiased approach for our candidates and employees. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you need a reasonable accommodation, please let us know by contacting NetrixHR@Netrixglobal.
To learn more about Netrix Global please go to www.netrixglobal.com

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