IT Service Desk / IT Service Desk Analyst ---- Locals Only

"Work sponsorship is not available for this position. Applicants must be a United States citizen, Green card holder or EAD Green Cards at the direction of our client".

Reach Shaily Sharma || 908-487-4334

shaily(at)zilliontechnologies(dot)com

IT Service Desk / IT Service Desk Analyst

Location - Vienna, VA ---- Hybrid

Duration : Longterm ongoing with no end date

Compensation*

Rate : $30/hr to $33/hr on W2

*This is the targeted compensation range for this role per hour. Please note that this range is provided as a guideline and the final offer will be based on several factors, including but not limited to, skillset and competencies, level of experience, education, certifications, and location.

Benefits

We offer a comprehensive benefits package including medical, dental, vision, and disability insurance; 401(k)

Job Description – IT Service Desk Analyst (Level 1)

Position: IT Service Desk Analyst – L1 Phone Support

Work Location: Remote – United States

Work Schedule: Rotational shifts supporting 24×7×365 operations

Experience: 1–5 years preferred

Support Language: English

Job Summary

We are seeking skilled and customer-focused Level 1 IT Service Desk Analysts to provide first-line technical support for a large enterprise financial services environment.

The Service Desk serves as the single point of contact for employees and contractors experiencing technical issues, requiring assistance with enterprise applications, or requesting IT services.

The successful candidate will be responsible for handling inbound support calls, diagnosing and resolving technical incidents, managing service requests, documenting activities in ServiceNow, and escalating complex issues to appropriate technical support teams.

This position requires excellent troubleshooting skills, strong customer service capabilities, and experience working in a high-volume enterprise IT support environment.

Key Responsibilities

1. Service Desk Support & Incident Management

• Provide Level 1 IT support through inbound telephone interactions in a 24×7 environment.
• Receive, validate, categorize, prioritize, and document incidents and service requests.
• Create and manage tickets using ServiceNow.
• Diagnose and resolve incidents during the initial customer interaction whenever possible.
• Follow established incident management processes, priority definitions, and escalation procedures.
• Escalate unresolved issues to appropriate Level 2, Level 3, and specialized technical support teams.
• Maintain accurate incident documentation and validate resolutions with end users before ticket closure.

2. Technical Troubleshooting

• Troubleshoot Windows workstations, laptops, desktops, and approved enterprise devices.
• Support password resets, locked accounts, user authentication, and access-related issues.
• Troubleshoot multi-factor authentication (MFA), including supported authentication devices.
• Provide Level 1 network connectivity and VPN troubleshooting.
• Support remote workers experiencing connectivity, application, or device-related issues.
• Troubleshoot Citrix environments, virtual desktops (VDI), and Cloud PC technologies.
• Provide Microsoft 365 application support, including Outlook, Teams, SharePoint, OneDrive, Excel, and Word.
• Troubleshoot printers, peripheral devices, docking stations, monitors, and other supported hardware.
• Provide initial support for mobile devices, including iPhones and iPads.
• Utilize approved remote support tools to access and troubleshoot end-user devices.

3. Escalation & Security Support

• Identify and escalate major incidents, outages, and business-critical technical issues.
• Escalate suspected security incidents, including phishing, malware, suspicious messages, and unauthorized access.
• Follow established procedures for high-priority and VIP support requests.
• Coordinate with technical teams and on-call personnel when additional troubleshooting is required.
• Maintain strict compliance with information security, access controls, and personally identifiable information (PII) protection requirements.

4. Customer Service & Documentation

• Deliver professional and responsive technical assistance to employees and contractors.
• Provide clear guidance and instructions to end users.
• Communicate ticket status, troubleshooting progress, and escalation updates.
• Recommend self-service options and relevant knowledge articles.
• Maintain accurate troubleshooting documentation and contribute to knowledge base improvements.
• Follow service management policies and support defined customer satisfaction objectives.

Required Technical Skills

• Hands-on experience providing Level 1 IT Service Desk or Help Desk support.
• Strong working knowledge of ServiceNow, including incident and service request management.
• Experience with enterprise call center or contact center tools.
• Proficiency in Windows operating systems and Microsoft 365 applications.
• Knowledge of account administration, password resets, and MFA troubleshooting.
• Understanding of networking fundamentals, VPN connectivity, and remote access troubleshooting.
• Familiarity with Citrix, VDI, and remote desktop environments.
• Experience troubleshooting hardware, software, and peripheral devices.
• Ability to follow ITIL-aligned incident, request, and escalation workflows.
• Strong verbal and written English communication skills.
• Ability to work in a fast-paced, high-volume support environment.

Relevant Enterprise Tools

Candidates should have experience with, or the ability to learn, the following tools :

• ITSM: ServiceNow – Service Operations Workspace
• Contact Center: Microsoft

Please send qualified resumes directly to : shaily(at)zilliontechnologies(dot)com // 9084874334

Thanks,

Shaily Sharma

Zillion Technologies Inc.

Asst. Director - Talent Acquisition

9084874334

Email: shaily(at)zilliontechnologies(dot)com // 9084874334

"We are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other characteristic protected by applicable federal, state, or local law."