As a full-time Desktop Remote Analyst, the successful candidate will manage incoming service requests, coordinate technician workloads, and ensure timely, high-quality support while working remotely. Key responsibilities Monitor ticket queues and assign incidents based on priority, workload, and SLA requirements Coordinate with internal support teams to route out-of-scope requests and track high-priority incidents for timely resolution Prepare daily incident status reports and perform quality assurance reviews to maintain ticket accuracy and compliance Required qualifications 1-2 years of experience in the IT field, preferably in enterprise or government IT service delivery environments Experience with enterprise ticketing platforms such as ServiceNow or similar ITSM tools Familiarity with ITIL principles and incident management best practices Strong organizational skills with the ability to prioritize multiple tasks in a fast-paced environment High School Diploma or equivalent required