Overview:
GDC IT Solutions is currently seeking a Temporary Service Desk Analyst to provide remote Tier 1 support for a Pennsylvania-based online education organization. This fully remote position requires candidates to reside in Pennsylvania or near the state line to complete mandatory state clearances. This short-term contract runs from August 18th through October 11th, with standard weekday hours and no weekend or holiday work.
Responsibilities:
* Provide Tier 1 technical support including password resets and basic troubleshooting.
* Respond to 30-40 calls per day from users via phone and email.
* De-escalate user frustrations with empathy and professionalism.
* Guide users through system navigation and product use.
* Accurately document all support interactions using the ticketing system.
* Escalate complex issues to appropriate technical staff.
* Support both technical and non-technical users across various platforms.
* Collaborate with team members to continuously improve user support.
Qualifications:
* Must reside in Pennsylvania or near the PA state line to complete required state clearances in person.
* Ability to pass a background check.
* Strong verbal and written communication skills.
* Exceptional customer service and active listening abilities.
* Comfortable working in a fast-paced, high-volume support environment.
* Familiarity with phone systems and tools such as MS Teams.
* Basic troubleshooting skills and comfort working with technology.
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