Service Desk Analyst

Job Description

**Job Title:** Service Desk Specialist

**Department:** IT

**Reports To:** Service Desk & IT Retail Field Manager

**Location: Matawan, NJ (On-site)**

**(“US citizens and Green Card Holders and those authorized to work in the US are encouraged to apply. We are unable to sponsor H1b candidates at this time.”)**

**Summary:**

The Service Desk Specialist provides timely phone support and executes IT-related tasks to support overall business operations. This role requires strong technical troubleshooting skills, excellent customer service, and the ability to work flexible shifts, including evenings and weekends. **Bilingual fluency in English and Spanish is required.**

**Key Responsibilities:**

– Handle incoming service desk calls professionally and efficiently
– Achieve 85% resolution rate for inbound incidents and requests
– Track, assign, and escalate tickets using ServiceNow
– Follow up on open tickets to ensure timely resolution
– Create and manage user accounts and permissions in a multi-platform environment
– Troubleshoot hardware, software, networking, and general IT issues
– Provide how-to support for applications and tools
– Escalate unresolved issues to internal teams or third-party vendors
– Monitor third-party portals for proactive issue tracking
– Support IT rollouts, upgrades, and ongoing projects
– Maintain and update internal process documentation
– Assist with desktop support and administrative IT tasks
– Participate in after-hours on-call rotation

**Qualifications:**

**Education:**

– Associate degree in MIS, Computer Science, or related field
– OR minimum 2 years of relevant IT support experience

**Skills & Experience:**

– **Bilingual: English and Spanish (required)**
– Certifications (ITIL, Microsoft, Cisco) are a plus
– Strong communication and interpersonal skills
– Detail-oriented, self-motivated, and able to prioritize in high-pressure environments
– Experience in a team-based, customer-focused support setting

*

**A reasonable, good faith estimate of the minimum and maximum annual salary will be $58,000 $60,000 for this position with full benefits.**

Job Type: Full-time

Pay: $60,000.00 – $600,000.00 per year

Benefits:

– 401(k)
– Dental insurance
– Health insurance
– Life insurance
– Paid time off
– Retirement plan
– Vision insurance

Work Location: In person