[Remote] Service Desk Analyst (W/Th/F/Sa 7:30am-6:30pm ET)

Note: The job is a remote job and is open to candidates in USA. Prelude Services is a Managed Service Provider that has delivered innovative and secure IT services for 28 years. They are currently searching for a customer-focused Service Desk Analyst to provide first level IT support to clients, managing multiple tickets and ensuring high customer satisfaction. Responsibilities Responds to requests for assistance (live calls, email and voice mails) submitted to the Service Desk Focuses on customer needs: anticipates customer needs; continually searches for ways to increase customer satisfaction Understands and applies Prelude SLA requirements Understands and applies Prelude mission critical and escalation procedures Provides Level 1 support for hardware, user account administration and software problems Resolves routine problems immediately Follow-up on open Service Desk tickets and closes out tickets when problem is resolved Maintains a secured work area and ensures confidential material is secured properly Keeps management apprised of issues impacting project schedules, costs, technology standards, and risks to the client Requests training and assistance necessary to complete project assignment or related job duties Remains current on desktop and networking technologies necessary to perform the duties of the position Works with all Prelude groups to promote clear communication and superior customer support Completes Service Desk requests and projects in a timely and organized manner Participates in on call program as required Skills Minimum of one-year experience in customer service roles Minimum one-year experience on service desk highly preferred Strong customer service and communication skills and ability to relate to customers and follow through with service requests Ability to multitask Strong typing skills; must be able to type and communicate Ability to work in a team environment Ability to deal with stress during peak call times Ability to grasp and apply basic technical steps necessary for problem resolution Basic knowledge of Microsoft Windows, Office Products, E-mail packages, Citrix, and computer hardware Benefits Medical, Dental, and Vision Insurance Health Savings Account (with match) 401k (with match) Company-paid Long-Term Disability, Short-Term Disability, and Life Insurance Mileage reimbursement Casual dress 6 paid holidays Unsick Day $400 technology stipend (one time upon hire) Cell phone stipend for applicable positions Company-provided laptop and dock Quarterly company meetings Pet insurance Supplemental voluntary life insurance Access to a robust Employee Assistance Program Fun remote and in person events Certification and Training Programs Two PTO Cash Out days annually Generous PTO. You can accrue 20 days of PTO your first year! Company Overview Prelude Services delivers innovative, secure IT solutions for senior living and care organizations. It was founded in 1998, and is headquartered in Mechanicsburg, Pennsylvania, USA, with a workforce of 51-200 employees. Its website is Company H1B Sponsorship Prelude Services has a track record of offering H1B sponsorships, with 1 in 2025. Please note that this does not guarantee sponsorship for this specific role.