Providing remote IT support, the contract Service Desk Support Analyst will manage phone-based user assistance, ensure high-quality end-user experiences, and maintain accurate documentation while meeting real-time service objectives. Key responsibilities Provide timely IT phone-based user support and respond to incidents and service requests Document troubleshooting steps and escalate issues as necessary to maintain service quality Ensure knowledge base accuracy and facilitate knowledge transfer among team members Required qualifications High school diploma/GED with four years of experience in Technical Support roles, or an equivalent combination of education and experience Knowledge of computer hardware, software, and mobile device components Familiarity with Windows, macOS, and mobile operating systems, including troubleshooting and configuration Understanding of networking fundamentals such as TCP/IP, DNS, DHCP, and VPN Experience with ITIL best practices for incident and asset management