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Service Desk Analyst

ConsultNet

Jacksonville, FL

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JOB DETAILS
SKILLS
Analysis Skills, Citrix Product Family, Communication Skills, Credit Union, Customer Relations, Customer Support/Service, Detail Oriented, Documentation, Enterprise Applications, Establish Priorities, Financial Services, Help Desk, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Identify Issues, Information Technology & Information Systems, Knowledge Base, Knowledge Management, Maintain Compliance, Maintenance Services, Microsoft Active Directory, Microsoft Product Family, Microsoft Windows Operating System, Multitasking, Printers, Problem Solving Skills, Regulatory Requirements, Sales, Service Level Agreement (SLA), ServiceNow, Software Administration, Team Player, Technical Support, Time Management, User Account Administration, VPN (Virtual Private Network)
LOCATION
Jacksonville, FL
POSTED
30+ days ago
Title: Service Desk Analyst
Location:  Jacksonville, FL
Target Start Date: 2/16/2026
Type: (C, CTH, D) C
Pay Rate / Salary (Ranges OK): 21
 
 
Selling Point on Client – The manager is great to work for, you will have the opportunity to learn and contribute to a great team. 
 
Job Description:
 
Seeking a Service Desk Analyst to provide high-quality technical support to internal employees across the organization. This role serves as the first point of contact for IT-related issues and requests, ensuring timely resolution while delivering excellent customer service. The ideal candidate will have experience supporting end users in a fast-paced environment and will be comfortable working within ServiceNow for incident, request, and knowledge management.
Key Responsibilities
  • Serve as the first-level point of contact for IT support via phone, email, chat, and ServiceNow
  • Log, track, prioritize, and resolve incidents and service requests using ServiceNow
  • Troubleshoot hardware, software, network, and application issues for end users
  • Escalate complex or unresolved issues to appropriate Tier 2/3 support teams
  • Follow ITIL-based processes and Service Level Agreements (SLAs)
  • Provide clear and professional communication to users regarding issue status and resolution
  • Perform user account administration (password resets, access requests, MFA support, etc.)
  • Support Windows-based environments, Microsoft 365, VPNs, printers, and standard enterprise applications
  • Understand the importance of and maintain accurate documentation and contribute to knowledge base articles
  • Ensure compliance with VyStar Credit Union security policies and regulatory requirements
Required Qualifications
  • 1–3+ years of experience in a Service Desk, Help Desk, or Technical Support role
  • Hands-on experience using ServiceNow or similar ITSM tools
  • Strong troubleshooting skills across desktops, laptops, and common business applications
  • Familiarity with Windows OS, Active Directory, Citrix, and Microsoft 365
  • Excellent customer service and communication skills
  • Ability to multitask, prioritize, and work effectively in a team environment
Preferred Qualifications
  • Experience supporting financial services or regulated environments
  • ITIL Foundation certification or ITIL-based working knowledge
  • Experience with remote support tools and VPN troubleshooting
  • Knowledge of endpoint management and basic networking concepts
Soft Skills & Competencies
  • Customer-focused mindset with strong attention to detail
  • Professional, reliable, and adaptable
  • Strong problem-solving and documentation skills
  • A desire for continuous learning coupled with a will to perform at the highest level

About the Company

C

ConsultNet

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