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# IT Service Desk Analyst

- **Company:** Pioneer Technology Inc.
- **Location:** Chattanooga, TN, United States (Remote available)
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Microsoft Outlook, Network Operating System (NOS), Issue Tracking Systems, Systems Analysis, Internet Services, Microsoft Office, Network Connections, Hardware Infrastructure, ServiceNow Customer Service Management
- **Published:** November 5, 2026
- **Apply:** https://www.thejobnetwork.com/job/7ffa60e9-e0b4-4ac2-aa1c-71c5cfc22b53/it-service-desk-analyst

## About the Role

* Associates degree in IT preferred or equivalent work experience.
 * HS Diploma or GED required.
 * At least 4 years of experience performing second level support for a Service Desk
 * Exceptional customer service skills with expertise in troubleshooting, diagnosing and solving complex computer related problems.
 * Relevant and demonstrable technical support service experience in a software environment.
 * Excellent organizational, time management, written and verbal communication skills
 * Strong working knowledge of computer hardware and network operating systems.
 * Proficient technical knowledge of Windows 11 Professional operating system.
 * Experience with Office 365 and other cloud-based products.
 * Ability to complete multiple tasks with minimal direction.
 * Advanced hardware and network connectivity trouble shooting skills.
 * Advanced knowledge of Outlook in a large enterprise environment.
 * Ability to listen and analyze customer needs
 * Ability to interact with end-users, and internet service providers.
 * Experience in using common Customer Service software.
 * Presents a positive image that reflects well on the organization.
 * Ability and willingness to work various schedules,3rd shift or weekend shift, Mon -Fri 9 AM EST to 6PM EST
 * Ability and willingness to work some holidays and rotating schedule as needed to meet service standards and business needs.

CERTIFICATION, LICENSES

 * Possess a minimum of one IT certification in the following: (MCP, A+, Network+, Security +)

## Description

This position is responsible for providing first and second level support and resolution for intricate technical issues. The IT Service Desk Analyst serves as a phone and email contact for assisting and resolving customers with issues., * Provide effective end user support and issue resolution via emails, phone calls, etc.

 * Using system analysis techniques to respond to the most complex application issues for end users. Identifies problems and coordinates appropriate corrective action.
 * Collect detailed information and exercises sound professional and technical analysis to document issue or request and determine the most effective method of resolution.
 * Log all Service Desk interactions in ticket system.
 * Troubleshoot and provide resolution to complex IT issues.
 * Provide administration and support of all primary assigned computer, printer, and client applications.
 * May train less experienced staff or project team.
 * Prepare activity reports on support activities.
 * Create formal documentation including configuration documentation, test documentation, and support documentation.
 * Provide value as a team member in cross functional implementations while demonstrating effective interpersonal skills resulting in successful systems implementation and support.
 * Promote knowledge transfer to influence positive change and strengthen the team's performance
 * Stay abreast of the latest technology trends
 * Expected to meet or exceed published support analyst III performance standards.
 * Must possess superb customer service skills and an ability to diagnose and solve problems from non-technical descriptions provided by their customers.
 * Required to take rotating call for weekend support.
 * Other duties as assigned, * This position is eligible for working from home after 2 months of training and proving reliability.
 * The employee is exposed to various business environments with moderate noise levels created by computers and/or printers and light traffic.
 * Position is administered in an extremely fluid, fast paced fashion with multiple high-priority demands

PHYSICAL DEMANDS

 * While performing the duties of this position, the employee is regularly required to talk or hear.
 * The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
 * The employee must occasionally lift and/or move up to 40-50 pounds.
 * Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.