Service Desk Analyst

Job ID: 112439
Location: Lowell, Arkansas  [On-Site]
Category: Infrastructure
Employment Type: Contract
Date Added: 04/17/2026
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Role Summary
This position requires a Service Desk Analyst responsible for providing frontline technical support to internal and external users in a dynamic environment. The role involves managing a high volume of support requests, resolving common IT issues, and escalating complex problems to specialized teams. The successful candidate will contribute to process improvements, maintain documentation, and enhance overall service desk performance.

Responsibilities

  • Handle approximately 500 inbound support interactions per month via phone and ticketing systems.
  • Provide Tier 1 support including password resets, account unlocks, access issues, and basic troubleshooting of applications and devices.
  • Support Tier 2 tickets that involve deeper troubleshooting related to identity management, endpoints, and enterprise applications.
  • Investigate technical issues, identify root causes, and document next steps clearly.
  • Escalate complex incidents to appropriate internal teams for resolution.
  • Maintain accurate ticket hygiene with regular updates, clear communication, and detailed resolution notes.
  • Create and update knowledge base articles and runbooks to minimize recurring issues.
  • Assist in service desk projects and contribute to continuous process improvements.
  • Track personal performance metrics and ensure alignment with team goals.
  • Collaborate with team members to enhance support efficiency and customer satisfaction.

Qualifications

  • Proven experience in customer support or service desk environments with strong troubleshooting skills.
  • Excellent communication skills, especially over the phone, with the ability to de-escalate frustrated users.
  • Ability to multitask across calls, chats, and ticketing systems efficiently.
  • Solid Windows operating system troubleshooting experience.
  • Familiarity with IT support best practices and customer service standards.
  • Knowledge of ITSM tools such as ServiceNow is a plus.
  • Exposure to automation tools like AI assistants, Power Automate, or chatbots is desirable.
  • Basic scripting skills, particularly in PowerShell or similar languages, are advantageous.
  • Certifications such as CompTIA A+, ITIL, or HDI are a plus.
  • Must be available for scheduled shifts as outlined.

Publishing Pay Range: $20.00 – $23.00 hourly

This position is based in office and requires employee to work on-site.

About GDH:
At GDH, we believe in the power of people and the importance of caring. Our culture statement, “We care about people,” isn’t just a tagline – it’s the core of everything we do. GDH is a premier staffing and talent solutions company dedicated to helping businesses find the best talent and assisting job seekers in finding their dream jobs.

Who We Are:
GDH, founded in 2001, has grown into a leader in providing staffing solutions across various industries. We specialize in IT across several sectors, connecting top talent with leading enterprises. As a Best of Staffing firm recognized for excellence in client, employee, talent, and women’s services, we pride ourselves on our commitment to quality and service.

GDH Benefits

GDH offers a range of employee benefits that are designed to promote well-being and help maintain a healthy work-life balance. These comprehensive benefits cover various aspects of an employee’s life and aim to enhance their overall experience with the company. Our health benefits include three medical insurance options with access to KISx Card, Zero Card, and HealthJoy concierge services. Other plan offerings include dental, vision, life, disability, supplemental insurance, and pet insurance plans. Enjoy additional perks like holiday pay, 401(k) plan, direct deposit, an employee referral program, work-life balance benefits, a Wellbeats membership, a discounted gym membership program, and more!  For more detailed information on benefits, please go to GDH’s website under the tab for candidates.

GDH provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, gender, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, ancestry, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable federal, state, and local laws. Applicants with disabilities who require an accommodation or assistance in applying and/or for interviewing, please contact our HR Department.

Please visit our notice of collection for California applicants.

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