Service Desk Analyst

Protera

Service Desk Analyst managing incidents and service requests for Protera Technologies' service center operations. Ensuring smooth communication between teams and customers in a remote environment.

Posted 5/5/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

ITSMLinux

About the role

Key responsibilities & impact

Manage the full lifecycle of incidents and service requests received from customers.
Coordinate incident investigation and resolution by communicating with the appropriate L1, L2, and L3 support teams.
Follow all Service Desk policies and procedures while working in a shift-based environment.

Requirements

What you’ll need

Excellent verbal and written communication skills in English.
Strong attention to detail.
Ability to multitask, prioritize and work independently.
Effective problem-solving and troubleshooting capabilities.
Willingness to work a shift schedule.
Desire to grow and commit to the role.
Ability to lift up to 40 pounds.
Knowledge of end device troubleshooting (laptops, printers, etc.).
Technical skills with server equipment installation (rack/unrack and cable).
Participation in backup operations and asset management lifecycle.
Ability to pass a background check.
Familiarity with Microsoft Office Suite (Word, PowerPoint, Excel, Outlook).
Analytical skills.
Basic knowledge of Linux.
Understanding of database administration.
Keen understanding of ITSM tools and ITIL best practices.
Experience in Networking, System Administration, Databases, or Application Support.
Foreign language skills (Spanish, French, German) are advantageous.

Benefits

Comp & perks

Competitive salary package
Comprehensive health and dental insurance
Professional development opportunities
Collaborative and supportive work environment
Unlimited PTO

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

end device troubleshootingserver equipment installationbackup operationsasset managementLinuxdatabase administrationNetworkingSystem AdministrationDatabasesApplication Support

Soft Skills

verbal communicationwritten communicationattention to detailmultitaskingprioritizationindependenceproblem-solvingtroubleshootinganalytical skillswillingness to work shifts