Service Desk Analyst I​/II

4 days ago Be among the first 25 applicants

This range is provided by Gargle. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$49,920.00/yr - $58,240.00/yr

Gargle is a fast-growing, Utah-based organization offering marketing services and products to dentists. We are growing our team with competent, trustworthy, optimistic, generous, and innovative people.

The Service Desk Analyst I/II provides first-line technical support to end users by responding to inquiries, diagnosing issues, and delivering timely resolutions for hardware, software, network, and application problems. This position serves as a primary point of contact for technology-related requests, ensuring a high level of service and clear communication.

• MUST BE LOCAL TO SALT LAKE CITY, UTAH
• 40 hrs/week, Monday through Friday
• Compensation: $49,920 to $58,240 a year, depending on experience

• Act as the first point of contact for users.
• Identify and diagnose issues and problems.
• Record and categorize queries.
• Provide solutions to issues.
• Advise users on the appropriate course of action.
• Monitor issues from start to resolution.
• Escalate unresolved problems to a Development/Systems Engineer.
• Assist Development/Systems Engineers with associated tasks.
• Provide essential online security advice and support.
• Communicate with employees efficiently through multiple channels, including human, digital, self-service, and automated.
• Log incidents and resolutions, track trends, and share insights with developers and product leaders.
• Receive and handle service request, following agreed procedures.
• Allocate calls promptly and appropriately.
• Record incident types and classify service interruptions.
• Catalog incidents by symptom and resolution.
• Record and track reliability data for services under guidance.
• Interpret user problems, identify solutions, and assess potential side effects.

• Service desk analyst with a minimum of 1+ years of related experience.
• Preferably 2-3+ years of relevant experience and/or related degree and/or certifications.
• Technical knowledge of Salesforce ticketing system, Slack, Google Workspace, Mac OS, Word Press basics, Digital Ocean basics, Bitwarden basics, general software & applications.
• Proficiency with ITSM tools and ticketing systems for tracking and managing user support requests.
• Knowledge of HDI standards & processes.
• Preferred HDI or relevant certification.
• Time‑management skills to multitask and adhere to SLAs.
• Problem‑solving skills around analyzing issues, critical thinking, creativity, and finding solutions quickly.
• Communication skills to explain technical concepts in ways users can readily understand, and to interact with team members.
• Experience escalating complex or unresolved incidents and tracking issues from the outset to the conclusion.
• Track and maintain coherence to SLA and information‑security requirements for day‑to‑day operational needs.
• Respond to common service requests by providing information to enable fulfillment promptly and allocate unresolved calls appropriately.

Entry level

Full‑time

Information Technology

Advertising Services