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Service Desk Analyst Jobs (NOW HIRING)

Koniag, Inc.

Service Desk Analyst

Washington, DC · On-site

$28.84 - $33.65/hr

Koniag IT Systems, LLC, a Koniag Government Services company , is seeking a Service Desk Analyst to support KITS and our government customer in Washington, DC. This position requires the candidate to ...

kgs

Service Desk Analyst

Washington, DC

$23.25 - $31.75/hr

Koniag IT Systems, LLC, a Koniag Government Services company , is seeking a Service Desk Analyst to support KITS and our government customer in Washington, DC. This position requires the candidate to ...

Infojini Inc

Service Desk Analyst

Pontiac, MI

$20.25 - $27.75/hr

We offer an excellent compensation package We are looking for Service Desk Analyst in Pontiac, MI for 12+ months contract position. Please refer someone else if you are not available at this time or ...

Noblesoft Technologies

Service Desk Analyst

Morrisville, NC · On-site

$19.25 - $26.25/hr

Role- Service Desk Analyst - Proficiency in French language Location: Morrisville, NC - Onsite · Filters Help Desk calls and provides basic support and troubleshooting, such as password resets ...

CAI

Service Desk Analyst

$18/hr

Service Desk Analyst Req number: R8440 Employment type: Full time Worksite flexibility: Remote Who we are CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1 ...

Siri Infosolutions Inc

Service Desk Analyst

Manhattan, NY · On-site

$22.50 - $30.75/hr

Service Desk Analyst Location: New York-NY 10016 Duration: 06+ Months (Contract to Hire) • Manage level 1 and 2 service Incidents/requests from report to resolution • Provide support and services ...

Talent Software Services, Inc

Service Desk Analyst

Albany, NY · On-site

$20.25 - $27.75/hr

The Service Desk Analyst role is to ensure resolution, reporting and triage for the Information Technology Division in regards to all IT problems and requests. This position provides on-call rotation ...

D4C Dental Brands

Service Desk Analyst

Atlanta, GA · On-site

$20 - $27.50/hr

Description Service Desk Analyst JOB SUMMARY: The Service Desk Analyst plays a vital role on our IT Service Desk, providing frontline technical support to employees across our corporate offices ...

vTech Solution

Service Desk Analyst

Phoenix, AZ · On-site

$20.25 - $27.75/hr

Job Title: Level 1 Service Desk Analyst Type: Contract - 12 Months (Probability of Extension) Location: Phoenix, AZ (Onsite) Interview : In Person interview Position Description: Service Desk ...

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 ...

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Service Desk Analyst information

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How much do service desk analyst jobs pay per hour?

As of Sep 4, 2026, the average hourly pay for 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 a service desk analyst?

A Service Desk Analyst is an IT professional responsible for providing technical support and assistance to end-users within an organization. They act as the first point of contact for users experiencing issues with hardware, software, or other computer systems. Service Desk Analysts diagnose problems, offer solutions, and escalate complex issues to higher-level IT staff if necessary. Their role is essential in ensuring smooth and efficient IT operations and helping users resolve issues quickly.

What are the key skills and qualifications needed to thrive as a service desk analyst, and why are they important?

To thrive as a Service Desk Analyst, you need a solid understanding of IT fundamentals, troubleshooting techniques, and typically a relevant certification like CompTIA A+ or ITIL Foundation. Familiarity with ticketing systems (such as ServiceNow or Jira), remote desktop tools, and standard operating systems is often required. Strong communication, patience, and problem-solving abilities are essential soft skills for effectively assisting users and collaborating with technical teams. These skills ensure prompt, accurate support and maintain high levels of user satisfaction within the organization.

What are some common challenges service desk analysts face when handling high volumes of support tickets?

Service Desk Analysts often encounter challenges during periods of high ticket volume, such as prioritizing urgent issues, managing time efficiently, and maintaining effective communication with users. Balancing multiple requests while ensuring quality service can be demanding, but leveraging ticketing systems, clear documentation, and collaboration with team members helps manage workloads. Regular training on technical troubleshooting and customer service skills also prepares analysts to address a broad range of issues swiftly and professionally.

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

AspectService Desk AnalystHelp Desk Technician
CertificationsITIL, CompTIA A+CompTIA A+, HDI Support Center Analyst
Work EnvironmentCorporate IT, enterprise supportHelp desk, technical support centers
Industry UsageBusiness, IT servicesIT support, customer service
Common TasksTroubleshooting, incident management, user supportIssue resolution, basic troubleshooting, ticket logging

Both roles involve technical support, but Service Desk Analysts typically handle more complex issues and perform incident management in a corporate environment, while Help Desk Technicians focus on basic troubleshooting and user support in support centers.

Is a service desk analyst an entry level job?

A service desk analyst is often considered an entry-level position in IT support, suitable for individuals with basic technical knowledge and strong communication skills. It typically requires familiarity with ticketing systems, troubleshooting, and customer service, and may serve as a stepping stone to more advanced IT roles.

What is the average salary for a service desk analyst in the US?

The average salary for a service desk analyst in the US is approximately $45,000 to $55,000 per year, depending on experience, location, and certifications such as CompTIA A+ or ITIL. Entry-level roles may start lower, while experienced analysts with specialized skills can earn higher salaries.
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Service Desk Analyst jobs near you
Infographic showing various Service Desk Analyst job openings in the United States as of August 2026, with employment types broken down into 60% Full Time, and 40% Contract. Highlights an 100% In-person job distribution, with an average salary of $50,106 per year, or $24.1 per hour.

Service Desk Analyst

Koniag, Inc.

Washington, DC • On-site

$28.84 - $33.65/hr

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 15 days ago

Job description

Koniag IT Systems, LLC, a Koniag Government Services company, is seeking a Service Desk Analyst to support KITS and our government customer in Washington, DC. This position requires the candidate to be able to obtain a Public Trust.
We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.
Koniag IT Systems, a Koniag Government Services company, is seeking a customer-focused and technically proficient Service Desk Analyst to provide Tier 1 technical support within an on-site service desk environment. The ideal candidate is a motivated and personable IT professional with a strong commitment to delivering exceptional customer service, a solid foundation in desktop and end-user computing support, and hands-on experience working within the ServiceNow platform. This individual will serve as the first point of contact for end users experiencing technical issues, playing a critical role in ensuring timely and effective resolution of incidents and service requests while maintaining accurate and complete ITSM records.
The Service Desk Analyst will serve as the primary Tier 1 point of contact for end users seeking technical assistance, providing on-site support for a broad range of hardware, software, connectivity, and account management issues. This individual will be responsible for logging, triaging, and resolving incidents and service requests within ServiceNow, escalating complex issues to Tier 2 and Tier 3 support teams as appropriate, and delivering a consistently positive and professional support experience to all end users.
Principal responsibilities will include but are not limited to:
  • Serve as the first point of contact for end users seeking technical support, providing courteous, professional, and timely assistance via walk-up, phone, email, and ticketing channels.
  • Log, categorize, prioritize, and manage all incoming incidents and service requests within the ServiceNow platform, ensuring that ticket records are accurate, complete, and updated throughout the support lifecycle.
  • Perform Tier 1 troubleshooting and resolution of a wide range of end-user technical issues, including hardware and peripheral problems, operating system and application errors, network connectivity issues, printer and peripheral support, and mobile device assistance.
  • Assist end users with account management tasks, including password resets, account unlocks, and access provisioning and de-provisioning requests in accordance with organizational security policies.
  • Escalate incidents and service requests that cannot be resolved at Tier 1 to appropriate Tier 2 or Tier 3 support teams, ensuring that all relevant diagnostic information and troubleshooting steps are thoroughly documented within the ServiceNow ticket prior to escalation.
  • Follow established standard operating procedures, knowledge base articles, and troubleshooting runbooks to diagnose and resolve common technical issues consistently and efficiently.
  • Contribute to the service desk knowledge base by documenting newly encountered issues, resolution steps, and workarounds for review and publication by the knowledge management team.
  • Monitor the ServiceNow ticket queue to ensure that open incidents and service requests are being addressed within defined SLA timeframes, proactively following up with end users and support teams on aging or unresolved tickets.
  • Support the onboarding and offboarding of end users, including equipment setup and configuration, account provisioning, and equipment retrieval and decommissioning activities.
  • Assist with the deployment, imaging, and configuration of end-user devices, including desktops, laptops, and peripherals, in accordance with organizational standards and build specifications.
  • Maintain accurate records of hardware and software assets within the ServiceNow CMDB and asset management module, supporting lifecycle tracking and inventory management activities.
  • Communicate clearly and professionally with end users regarding ticket status, expected resolution timelines, and any required actions or information needed to progress resolution.
  • Participate in team meetings, training sessions, and knowledge sharing activities to continuously develop technical skills and stay current with supported technologies and organizational procedures.
  • Adhere to all organizational IT security policies, acceptable use standards, and compliance requirements in the performance of all support activities.

Education and Experience:
Required:
  • High school diploma or GED equivalent required; Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field from an accredited college or university preferred.
  • 1+ years of experience in an IT service desk, help desk, or end-user technical support role.
  • Demonstrated experience using an ITSM ticketing platform, with hands-on experience in ServiceNow preferred.
  • Familiarity with Microsoft Windows operating systems, Microsoft 365 applications, and common enterprise desktop environments.

Desired:
  • CompTIA A+ certification or equivalent entry-level IT support certification.
  • Experience supporting end users in a federal government or regulated IT environment.

Required Skills and Competencies:
  • Strong customer service orientation with the ability to deliver professional, empathetic, and effective technical support to end users of varying technical proficiency levels.
  • Hands-on experience with the ServiceNow platform for incident logging, ticket management, and service request fulfillment, including accurate and thorough documentation of all support activities.
  • Working knowledge of Microsoft Windows 10/11 operating systems, Microsoft 365 applications (including Outlook, Teams, Word, Excel, and SharePoint), and common enterprise productivity tools.
  • Ability to perform Tier 1 troubleshooting and resolution of hardware, software, network connectivity, account management, and peripheral support issues in a timely and effective manner.
  • Familiarity with Active Directory and Azure Active Directory for user account management tasks, including password resets, account unlocks, and basic access provisioning.
  • Knowledge of IT security best practices and the ability to adhere to and enforce organizational security policies in the performance of end-user support activities.
  • Strong verbal and written communication skills in English, with the ability to explain technical concepts and resolution steps clearly and professionally to non-technical end users.
  • Ability to prioritize and manage multiple open tickets and support requests simultaneously while maintaining accuracy, attention to detail, and adherence to defined SLA targets.
  • Demonstrated ability to follow established procedures, knowledge base articles, and troubleshooting runbooks to deliver consistent and high-quality support outcomes.
  • Strong interpersonal skills and the ability to work effectively as part of a collaborative on-site service desk team.
  • Ability to obtain a Public Trust Clearance.

Desired Skills and Competencies:
  • CompTIA A+, CompTIA IT Fundamentals (ITF+), or Microsoft 365 Fundamentals (MS-900) certification or equivalent entry-level IT certification.
  • ITIL Foundation certification or demonstrated familiarity with ITIL-based incident and service request management concepts.
  • Experience supporting end users in a federal government IT environment, including familiarity with government security policies and acceptable use standards.
  • Familiarity with remote desktop and remote support tools for assisting end users with software and configuration issues.
  • Basic knowledge of networking concepts, including TCP/IP, DNS, DHCP, and VPN connectivity, as they relate to end-user troubleshooting scenarios.
  • Experience supporting the imaging, deployment, and configuration of end-user devices using enterprise deployment tools such as Microsoft SCCM, Intune, or equivalent platforms.
  • Familiarity with ServiceNow self-service portal administration and knowledge base contribution processes.
  • HDI Support Center Analyst (HDI-SCA) certification or equivalent service desk professional certification.

Our Equal Employment Opportunity Policy
The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.
The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.
Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.
Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352
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About Koniag

Sourced by ZipRecruiter

Industry

Investment management and consulting services

Company size

501 - 1,000 Employees

Headquarters location

Kodiak, AK, US

Year founded

1972

Social media

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