IT Service Desk Analyst - Remote Eligible

IT Service Desk Analyst - (Open to Remote)

We are seeking an IT Service Desk Analyst to join our team. This person plays a crucial role in providing technical support and assistance to end-users within our organization. This role is responsible for resolving technical issues, answering inquiries, and ensuring the smooth operation of IT systems and equipment. The IT Service Desk Analyst serves as the first point of contact for IT-related problems and strives to provide effective solutions while maintaining a high level of customer satisfaction.

Key Responsibilities:

• Act as the primary point of contact for end-users seeking technical assistance via phone, email, or chat
• Provide exceptional customer service by listening to users' issues, troubleshooting and resolving their problems efficiently
• Maintain a professional and courteous demeanor when interacting with users
• Log all incidents, service requests, and inquiries in our ServiceNow ticketing system
• Prioritize and categorize incidents based on urgency and impact on business operations
• Monitor and manage the ticket queue to ensure timely resolution, escalating issue as required
• Diagnose and resolve hardware and software problems for end-users, including issues with Mac and Windows based computers, printers, software applications, mobile devices, cloud applications, and network connectivity such as VPN and Wi-Fi
• Provide step-by-step instructions and guidance to end-users for self-service problem resolution when appropriate
• Determine when it’s best to cease troubleshooting and escalate or dispatch to second level support to assist
• Maintain accurate records of all support activities, including incident details, troubleshooting steps, and resolution procedures in the ticketing system
• Update knowledge base articles for common issues to facilitate self-service for end-users
• Communicate effectively with end-users and colleagues, both verbally and in writing, to ensure clear and concise exchange of technical information
• Keep end-users informed of incident progress and resolution timelines
• Assist in hardware and software installation, configuration, and updates
• Troubleshoot software-related issues, including operating systems, office applications, and specialized software used within the organization
• Provide basic training and guidance to end-users on using IT resources effectively and securely
• Promote IT security best practices and educate users on the importance of safeguarding sensitive data and credentials
• Identify recurring issues and escalate to IT management in an effort to prevent future incidents

Requirements:

• High school diploma or equivalent; a degree or relevant certification in IT is a plus
• At least 1+ year of experience in an IT role/Customer Service
• Basic knowledge of IT hardware, software, and operating systems
• Excellent communication and interpersonal skills
• Problem-solving abilities and patience in assisting end-users
• Ability to work in a fast-paced and dynamic environment
• A customer-centric approach with a strong commitment to user satisfaction

This role is open to remote. The salary for this position is $66,500. All positions are currently eligible for annual profit award or bonus, subject to company results. Please apply by October 15th, 2025 and include your resume and cover letter for consideration. Before applying for any role at Penguin Random House, we recommend you review our applicant resources page and our FAQs page.