Location: Jacksonville, FL — Hybrid (On-site Monday–Thursday, remote Fridays)

Salary: $43,000

Level: Entry Level

About The Role

This is an entry-level position within our IT department. IT Service Desk Analysts are the primary point of contact for users, providing technical support via phone, email, chat, or Teams. They resolve technical issues such as software glitches, hardware problems, and network-related issues; manage, prioritize, and document incoming service desk tickets; and escalate serious problems to the relevant departments and teams. They also create and maintain internal documentation to guide employees on correct procedures and to record actions taken.

Responsibilities

Technical Support: Serve as a member of the internal team supporting business operations. Respond to and resolve technical support requests from employees or clients via phone, email, or chat.
Troubleshooting: Receive and respond to inbound incident requests from internal users. Diagnose and fix problems with computer systems, networks, software, and hardware.
Installation and Configuration: Document, maintain, upgrade, or replace hardware and software systems. Set up new hardware, install and configure software, and manage user accounts and profiles.
System Maintenance: Monitor and maintain system performance, install software updates, and manage backups to prevent data loss. Help ensure infrastructure and computing systems remain available during production hours, and perform routine maintenance on equipment and peripherals.
Documentation: Maintain a log of issues and solutions, create technical documentation, and contribute to the knowledge base.
User Assistance: Provide stepbystep guidance to users on how to use systems and applications.
Escalation: Escalate complex issues to internal teams when necessary. Support highertier engineering staff with problem research and documentation.
System Improvements: Identify potential process or system improvements and present them to Information Security and Compliance management for consideration.

Requirements

Bachelor's degree from an accredited college or university (any field of study)
Basic computer literacy: Comfortable navigating Windows OS, installing/uninstalling software, basic file management
A logical, troubleshooting mindset: Ability to methodically diagnose a problem, even without prior exposure to the exact tool or system
Strong written and verbal communication skills
Ability to prioritize and manage multiple tickets/tasks simultaneously
Ability to work onsite at our office in Jacksonville, FL Monday through Thursday, with remote flexibility on Fridays

No prior professional work experience required. This role is well suited to recent graduates, and candidates will be evaluated primarily on interview performance, problem-solving ability, and communication skills.

Preferred Experience

Bachelor's degree in technical fields such as Computer Science, Information Technology, Software Engineering, Cybersecurity, Data Science/Analytics, CIS, or Network Administration
AZ900 or AZ104 certification
Experience with both hardware and software troubleshooting (having built your own PC is a plus)
Familiarity with the Microsoft Office Suite
Familiarity with Entra ID, Azure, and Intune
Familiarity with basic facets of a technology stack, such as Antivirus, EDR, and RMM tools
A desire to grow, learn, and take on more responsibility within the organization over time

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IT Service Desk Analyst