Job Title: Service Desk Analyst

Location: Remote work daily, but candidate must be located within driving distance of East Rutherford, NJ for occasional onsite visits (2–3 times per year maximum).

Shift / Hours: Day position, 8:00 AM – 8:00 PM ET

Citizenship / Clearance Requirements:

• U.S. Citizenship required

• Must be able to pass enhanced background screening (criminal, financial, drug) for Public Trust clearance

Compensation: $4,000/month + PTO and holidays

Job Description:

The Service Desk Analyst is an entry-level position providing first-level IT support for service requests and incident resolution. The role supports a 24/7 operational environment, including day and evening shifts, and provides onsite business support when required. Responsibilities include answering/making customer calls, monitoring operational dashboards, managing email inboxes, creating and resolving tickets, and escalating incidents according to established processes.

Key Responsibilities:

Level 1 Support:

• Provide first-level support for incidents and service requests

• Handle emails and ensure timely review and action in Service Desk mailboxes

• Manage phone calls professionally, adhering to login/logout procedures and proper phone codes

Operational Monitoring:

• Monitor alert consoles and follow documented instructions

• Create incident tickets and assign to the appropriate team

• Escalate alerts and high-priority incidents using proper escalation tools (e.g., Everbridge)

Incident Management:

• Create, update, and manage lifecycle of incident tickets

• Ensure data integrity and proper categorization of tickets

• Proactively contact stakeholders for incidents approaching SLA breaches

• Restore and close incidents with quality review

Reporting & Documentation:

• Create and distribute daily reports

• Follow standardized work instructions and update Team Leaders on process changes

Remote Work Procedures:

• Use documented procedures for remote support

• Handle Avaya soft phone, Microsoft Teams bridges, call transfers, OBM monitoring

• Manage system access requests, password resets, and account unlocks with proper ticketing

Onsite Support:

• Escort vendors or law enforcement personnel as needed

• Manage tape backups, shipping/receiving, data center walkthroughs, safe access

• Assist facilities with hardware removal and installation as needed

Knowledge & Skills Required:

• 1–3 years of prior Service Desk experience with incident ticketing and event monitoring

• Proficiency with MS Office (Word, Excel, Outlook, PowerPoint)

• Strong critical thinking and professional communication skills (written and verbal)

• ITIL Foundation Certification preferred but not required

Our benefits package includes: 

• Comprehensive medical benefits
• Competitive pay
• 401(k) retirement plan
• …and much more!

 
About INSPYR Solutions
Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients’ business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.
 
INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

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