Service Desk Analyst (Pipeline)

Gainwell Technologies · Washington, District of Columbia, United States

Location

Washington

Job Type

Full-time

Posted

July 08, 2026

Job Description

Summary
As a Service Desk Analyst, you will be a technical leader within the Service Desk team, providing escalated support from ServiceNow tickets and contributing to process improvements. You will utilize your deep technical knowledge and problem-solving skills to diagnose and resolve complex issues related to hardware, software, network connectivity, and other IT systems. You will also play a key role in developing and maintaining knowledge base articles and training materials.
Your role in our mission
Provide advanced technical support via phone, email, and chat, handling support requests from other Service Desk agents.

Lead troubleshooting efforts for complex technical problems.

Participate in an afterhours and weekend On Call rotation.

Log and track all support requests in our ticketing system, ensuring accurate and detailed documentation.

Develop and maintain knowledge base articles, FAQ...
        

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