Help Desk / Service Desk Analyst III

Join a Birmingham, Alabama onsite team delivering round-the-clock IT service desk support. This frontline role acts as the primary point of contact for IT incidents and service requests, resolving hardware, software, network, and application issues with a strong customer service focus.

As part of a 24x7 technology service desk, you will collaborate with Infrastructure, Application Support, and Workplace Support teams, escalate complex issues as needed, and monitor progress to resolution. You will uphold IT policies and SOX controls while ensuring a positive end-user experience.

Benefits and Opportunity

• Onsite, Birmingham, AL location
• Work in a 24x7 technology service desk environment
• Serve as the primary contact for IT incidents and service requests
• Strong emphasis on delivering excellent customer service
• Collaborative, cross-team workflow with Infrastructure, Application Support, and Workplace Support

Responsibilities

• Provide first level technical support for hardware, software, network, and application issues
• Handle service requests and incidents via phone, email, and ticketing systems
• Troubleshoot Windows based desktops, printers, networks, and telecommunications problems
• Document incidents, resolutions, and technical solutions accurately
• Coordinate with Infrastructure, Application Support, and Workplace Support teams
• Escalate complex issues and monitor incidents through to resolution
• Ensure compliance with IT policies, procedures, and SOX controls
• Deliver exceptional customer service in a fast paced support environment

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field preferred
• 1–3 years of IT Help Desk or Service Desk experience
• Strong knowledge of Windows operating systems, desktop hardware, networking (LAN/WAN), and Microsoft Office
• Experience with IT ticketing systems; Remedy experience preferred
• Excellent troubleshooting, communication, and customer service skills
• Ability to prioritize multiple tasks and work independently

Technologies

• Windows
• Microsoft Office
• Remedy
• LAN/WAN

Nice to have

• Active Directory
• IT Support and Desktop Support experience
• Incident Management and Ticketing Systems familiarity
• General familiarity with Windows 10/11 and network troubleshooting