Service Desk Analyst – Tier I

ITA Group, Inc.

Providing first-level technical support for IT-related issues at Service Desk. Assisting end-users with software, hardware, and network troubleshooting in a customer-oriented environment.

Posted 6/24/2026full-timeAtlanta • 🇺🇸 United StatesJuniorWebsite

About the role

Key responsibilities & impact

Provide first-level technical support to end-users.
Serve as the first point of contact for all IT-related issues and requests from end-users.
Receive, log, and prioritize incoming service desk tickets through various channels (phone, email, chat, self-service portal).
Provide first-level diagnosis and resolution for a wide range of software, hardware, and network issues.
Escalate complex issues to appropriate Tier 2 or Tier 3 support teams when necessary.
Maintain accurate and detailed documentation of all service desk interactions and resolutions.
Assist users with basic software and hardware installations, configurations, and troubleshooting.
Provide guidance and support for company-approved applications and systems.
Contribute to the development and maintenance of the service desk knowledge base.
Identify and report recurring issues or trends to the Service Desk Team Lead.
Participate in ongoing training to stay current with new technologies and support processes.
Assist in the onboarding process for new employees by setting up accounts and providing basic IT orientation.
Maintain a high level of customer service, ensuring user satisfaction with each interaction.
Adhere to IT security policies and procedures in all support activities.
Participate in after-hours support rotation as needed.

Requirements

What you’ll need

Associate degree in Information Technology, Computer Science, or related field preferred.
Equivalent experience may be considered.
1-2 years of experience in IT support or customer service role preferred.
Strong knowledge of Windows operating systems and Microsoft 365 suite.
Basic understanding of network concepts and troubleshooting.
Familiarity with remote desktop support tools and ticketing systems.
Excellent communication skills, both verbal and written.
Strong problem-solving and analytical skills.
Ability to explain technical concepts to non-technical users.
Customer-oriented mindset with a focus on user satisfaction.
Ability to work effectively in a team environment.
Excellent time management and prioritization skills.
Willingness to learn and adapt to new technologies and processes.
To be willing to perform some tasks outside of this job description as required by the business.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account ITA Group, Inc. Website LinkedIn All Job Openings 501 - 1000 employees Founded 1963 Event Marketing
Incentive Travel
Employee Experience ITA Group, Inc. is a global leader in event marketing and incentive travel services, helping brands engage with their audiences through unique live, virtual, and hybrid experiences. They specialize in event strategy, management, and production, focusing on creating memorable employee and customer engagement programs. Additionally, they enhance channel partner relationships and provide market research insights to foster business growth and innovation. Service Desk Analyst – Tier I Job not on LinkedIn 🔥 8 minutes ago 🏢 Atlanta – Onsite ⏰ Full Time 🟢 Junior 🧐 Analyst Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Provide first-level technical support to end-users.
Serve as the first point of contact for all IT-related issues and requests from end-users.
Receive, log, and prioritize incoming service desk tickets through various channels (phone, email, chat, self-service portal).
Provide first-level diagnosis and resolution for a wide range of software, hardware, and network issues.
Escalate complex issues to appropriate Tier 2 or Tier 3 support teams when necessary.
Maintain accurate and detailed documentation of all service desk interactions and resolutions.
Assist users with basic software and hardware installations, configurations, and troubleshooting.
Provide guidance and support for company-approved applications and systems.
Contribute to the development and maintenance of the service desk knowledge base.
Identify and report recurring issues or trends to the Service Desk Team Lead.
Participate in ongoing training to stay current with new technologies and support processes.
Assist in the onboarding process for new employees by setting up accounts and providing basic IT orientation.
Maintain a high level of customer service, ensuring user satisfaction with each interaction.
Adhere to IT security policies and procedures in all support activities.
Participate in after-hours support rotation as needed. 🎯 Requirements
Associate degree in Information Technology, Computer Science, or related field preferred.
Equivalent experience may be considered.
1-2 years of experience in IT support or customer service role preferred.
Strong knowledge of Windows operating systems and Microsoft 365 suite.
Basic understanding of network concepts and troubleshooting.
Familiarity with remote desktop support tools and ticketing systems.
Excellent communication skills, both verbal and written.
Strong problem-solving and analytical skills.
Ability to explain technical concepts to non-technical users.
Customer-oriented mindset with a focus on user satisfaction.
Ability to work effectively in a team environment.
Excellent time management and prioritization skills.
Willingness to learn and adapt to new technologies and processes.
To be willing to perform some tasks outside of this job description as required by the business. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Data Quality IMR Analyst 🕒 June 16 AIG 10,000+ employees 💸 Finance 🤝 B2B Website LinkedIn All Job Openings Data Quality IMR Analyst driving data issue management and remediation in North America. Collaborating with business and technology teams to enhance data quality and corporate governance. 🏢 Atlanta – Onsite ⏰ Full Time 🟢 Junior 🟡 Mid-level 🧐 Analyst 🦅 H1B Visa Sponsor View More Analyst Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supportWindows operating systemsMicrosoft 365network troubleshootingsoftware installationhardware installationremote desktop supportticketing systemsproblem-solvinganalytical skills

Soft Skills

communication skillscustomer-oriented mindsetteamworktime managementprioritizationadaptabilityuser satisfactiontechnical explanationattention to detailwillingness to learn

Certifications

Associate degree in Information TechnologyAssociate degree in Computer Science