IT Service Desk Analyst

Role Overview

The IT Service Desk Analyst provides day-to-day technical support for users across North America while acting as a proactive liaison between IT and the business. This role ensures operational excellence in end-user support, drives continuous improvement, and strengthens alignment between IT services and organizational goals. The ideal candidate brings deep, practical ITIL experience and a track record of improving service desk processes-skills that will support future advancement into a leadership or manager role.

Key Responsibilities

End-User & Application Support

• Deliver daily IT support including hardware setup, configuration, provisioning, and user account management.
• Provide enterprise application support, with preference for experience supporting JD Edwards, custom applications, and SaaS platforms.
• Troubleshoot issues across Windows OS, Microsoft 365, network fundamentals, and common business applications.

Service Desk Operations & ITIL Practice

• Manage the Service Desk/ITSM platform (e.g., Jitbit or similar), including queue management, workflows, user access, and system availability.
• Apply ITIL practices to improve incident, request, problem, and change processes; demonstrate how ITIL has been used in prior roles to elevate service quality.
• Analyze service trends, identify root causes, and recommend process improvements that enhance user experience and operational efficiency.
• Support the creation, maintenance, and adoption of the IT Service Catalog.

Cross-Functional Collaboration & Business Engagement

• Serve as a liaison between IT and business units, ensuring clear communication, expectation management, and consistent service delivery.
• Manage escalations across support tiers and coordinate with infrastructure, application, and security teams.
• Contribute to continuous improvement initiatives and help shape long-term service strategy.

Asset & Workplace Technology Management

• Oversee IT asset lifecycle processes, including procurement, deployment, tracking, and retirement.
• Manage workplace assets such as endpoints, licenses, and user counts.
• Support integrations between the Service Desk platform and other enterprise systems.

Reporting & Operational Insights

• Use reporting and analytics tools (e.g., Power BI) to generate dashboards, KPIs, and insights that inform decision-making and highlight improvement opportunities.

Required Qualifications

• 5+ years of IT Service Desk Analyst experience supporting a global organization.
• Bachelor's degree in Information Technology, Computer Science, or related field.
• Practical ITIL experience, with the ability to explain how ITIL frameworks were applied to improve processes, workflows, and service outcomes.
• Strong communication skills, both written and verbal.
• Proficiency with Windows OS, Microsoft 365, networking concepts, and enterprise applications.
• Experience supporting or administering JD Edwards (preferred).

Preferred Qualifications

• ITIL v3/v4 training or certification.
• Workplace IT certifications (MS-900, CompTIA+, MCSA).
• Experience administering an ITSM platform such as Jitbit.
• Experience with Power BI or similar reporting tools.

Job Type & Location
This is a Contract to Hire position based out of Fairview, OR.
Pay and Benefits
The pay range for this position is $30.00 - $38.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Fairview,OR.
Final date to receive applications
This position is anticipated to close on Mar 16, 2026.
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