Part-Time Service Desk Analyst

GDC IT Solutions is seeking a part-time, remote Service Desk Analyst. The schedule for this position is Saturdays, Sundays, and Mondays from 3:00 PM to 11:00 PM EST, with up to 32 hours per week. Candidates residing on the East Coast are preferred.

Position Overview

As a Service Desk Analyst, you will be responsible for providing front-line support to end users by answering calls and emails, troubleshooting technical issues, and guiding users through solutions. You'll handle a range of support requests—from basic IT questions to more complex issues—while accurately documenting each interaction and escalating advanced problems when necessary. This role supports Oshkosh and requires strong communication skills, patience, and the ability to work effectively in a fast-paced, customer-focused environment.

Responsibilities

• Take customer calls, and emails and provide accurate, satisfactory answers to their queries and concerns. 
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.  
• Guide callers through troubleshooting, navigating the company site, or using products or services.  
• Collaborate with other call-center professionals to improve customer service.  
• Accurately document all service calls within the prescribed call tracking mechanism.  

• Support both technical and non-technical end users.  
• Escalate advanced issues to the appropriate team member.

Minimum Qualifications

• Exceptional Interpersonal, verb, and written communication skills.  

• Working knowledge of PC Hardware configurations and troubleshooting. 
• Great active listening skills. 
• Experience deescalating caller issues in an enterprise environment or experience in an environment that has highly structured escalation process.  
• Knowledge of desktop operating systems including Windows 7, 8, 8.1, and 10.  
• A patient and empathetic attitude.  
• Strong time management and organizational skills 
• Adaptability and flexibility.
• Comfortable working in fast-paced environments.  
• Phone skills, including familiarity with complex or multi-line phone systems.

Preferred Experience

• An associate degree in IT or higher.
• Prior experience supporting 30-40 calls regarding non-technical end users’ issues in a large corporate environment.  
• Experience with Active Directory 
• 1+ years of experience supporting desktops/laptops/printers in a production Support Center environment.

What We Do:

Working for GDC means you will be at the forefront of the technological world. We are a full-service staffing and Information Technology service company striving to make a difference in our communities by finding, developing, and deploying solutions.

Why Work for GDC?

• Cutting Edge Technology and Innovation

• Career Growth Opportunities

• Employee-Centric Environment

• Comprehensive Benefits Package

• Holiday and Vacation

Equal Opportunity Workplace:

GDC is an equal opportunity employer and welcomes applicants from all diverse backgrounds to apply. Our goal as an organization is to empower our teams to achieve their personal best and foster their professional growth regardless of race, ancestry, religion, sex, gender, national origin, sexual orientation, age, citizenship, marital status, physical ability or disability, or veteran status.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and complete the required employment eligibility verification forms upon hire.

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