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Gainwell Technologies

Service Desk Analyst

Gainwell Technologies

. Provide advanced technical support via phone, email, and chat, handling support requests from other Service Desk agents .

Posted 3/31/2026full-timeRemote • New York • 🇺🇸 United StatesMid-LevelSenior💰 $41,100 - $58,700 per yearWebsite

Tech Stack

Tools & technologies
LinuxServiceNow

About the role

Key responsibilities & impact
  • Provide advanced technical support via phone, email, and chat, handling support requests from other Service Desk agents
  • Lead troubleshooting efforts for complex technical problems
  • Participate in an afterhours and weekend On Call rotation
  • Log and track all support requests in our ticketing system, ensuring accurate and detailed documentation
  • Develop and maintain knowledge base articles, FAQs, and other documentation
  • Identify and escalate recurring issues to appropriate teams
  • Contribute to the development and implementation of service desk best practices and procedures
  • Proactively monitor system performance and identify potential problems
  • Participate in project work related to IT service improvements
  • Communicate effectively with users at all levels, providing clear and concise explanations of technical issues and solutions
  • Maintain a positive and professional demeanor at all times
  • Participate in team meetings and training sessions

Requirements

What you’ll need
  • Associate's or Bachelor's degree in IT or a related field preferred
  • 3+ years of experience in a technical support role, preferably in a service desk environment
  • Experience with ticketing systems (e.g., ServiceNow)
  • Understanding of computer hardware, software, networking concepts, and operating systems (Windows, Linux, Active Directory)
  • Extensive experience troubleshooting complex technical problems
  • Strong leadership and mentoring skills
  • Excellent communication skills, both written and verbal
  • Ability to work independently and as part of a team
  • Strong organizational skills and attention to detail

Benefits

Comp & perks
  • generous, flexible vacation policy
  • educational assistance
  • comprehensive health benefits
  • 401(k) employer match
  • leadership and technical development academies

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supporttroubleshootingticketing systemscomputer hardwaresoftwarenetworking conceptsoperating systemsWindowsLinuxActive Directory
Soft Skills
leadershipmentoringcommunicationorganizational skillsattention to detailindependent workteam collaborationprofessional demeanor
Certifications
Associate's degreeBachelor's degree