Service Desk Analyst

Job Description:

Overview

GDC IT Solutions is currently hiring a remote Service Desk Analyst to work Monday through Friday from 7:00 AM to 3:30 PM. This position is fully remote and available to candidates located on the East Coast of the United States.

Position Overview

As a Service Desk Analyst, you will be responsible for providing timely and effective support to technical and non-technical end users across a large corporate environment. You will play a key role in resolving user inquiries, troubleshooting hardware and software issues, and ensuring a seamless customer service experience during overnight hours. This position requires excellent communication skills, a strong technical foundation, and the ability to work independently in a fast-paced setting.

Responsibilities

• Take customer calls and respond to emails, providing accurate and satisfactory answers to queries and concerns

• Guide callers through troubleshooting processes, navigating the company website, or using products and services

• De-escalate situations involving dissatisfied customers with professionalism and patience

• Accurately document all service interactions within the designated call tracking system

• Support both technical and non-technical end users across a range of issues

• Escalate unresolved or advanced issues to the appropriate team or technician

• Collaborate with other call center professionals to continually improve service quality

• Maintain a calm and empathetic demeanor under pressure

• Deliver exceptional interpersonal, verbal, and written communication

Minimum Qualifications

• Working knowledge of PC hardware configurations and troubleshooting

• Exceptional verbal and written communication skills

• Strong active listening and customer service abilities

• Ability to manage time effectively and stay organized

• Comfortable working in a fast-paced, structured call center environment

• Adaptability and flexibility during shifting priorities and user needs

• Familiarity with multi-line phone systems and professional phone etiquette

Preferred Experience

• Associate degree in Information Technology or a related field

• 1+ years of experience supporting desktops, laptops, and printers in a production support center environment

• Prior experience handling 30–40 calls per shift in a large corporate help desk setting

• Experience with Active Directory (user management, password resets, etc.)

• Proven ability to deescalate high-tension situations in an enterprise or highly structured escalation environment

• Knowledge of Windows desktop operating systems (Windows 7, 8, 8.1, 10)

• Demonstrated patience, empathy, and a user-first mindset in technical support roles

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.