Service Desk Analyst
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Overview
Compensation
$30-$35/hour
Job Description
Service Desk Analyst Preferred Locations: Pittsburgh, PA, 15222 / Cleveland, OH, 44136 / Birmingham, AL, 35233 / Phoenix, AZ, 85016. Ability to work remote: Yes position open to fully remote. However, if candidate is hired as FTE the expectation would be that they would come into a Client Tech Hub (if they are located near tech hub) 5 days a week upon FTE hire. Acceptable time zone(s): must work EST or CST hours. Working Hours: 8 am start time. Length of Assignment: 3-month contract to start. Function of the Group: IT Service Management team Roles and Responsibilities: Candidate will be serving as the liaison between home lending business stakeholders (Sales & Operations teams) and Technology teams by working service tickets & remediating issues on customer loans (mortgage & home equity lines of credit). Analyze ticketing data to identify trends, recurring issues, and opportunities for improvement. Provide escalation support and ensure business stakeholders receive clear, professional communication. Manage daily ITSM operations including incident, request, problem, and change processes. Document processes, workflows, standard operating procedures, and knowledge base content Coordinate and complete manual tasks after automation, system or service disruptions Must Have Technical Skills Required (1 - 3 years of Experience Required): Ability to simplify complex technical concepts for business partners. Technical troubleshooting and independent problem solving. Strong customer service focus, including building rapport, handling frustration, and increasing end user satisfaction. Ability to identify trends and patterns in data to assist with decision-making. Skill in documenting problems & procedures Understanding how to integrate AI (CoPilot, Power Automate) to improve internal processes Flex Skills/Nice to Have: Knowledge of mortgage or consumer lending bank operations. Familiarity with service management tools (e.g., ServiceNow). Knowledge of IT service management functions. Customer service or help desk support Experience using home lending loan origination & point of sale systems (e.g., Empower, Encompass, Blend) Education/Certifications: High School diploma is required. Bachelor s degree or relevant experience is a plus. Pre-Screening Questions: Please describe your career objective. Interview Process: Initial interview with HM and team lead, with a writing prompt at the end (prompt given to candidate and they will formulate email response) If second round interview is required, it would be with HM panel. Hiring Manager Stack Ranking of Importance (Most Important to Least Important): 1. Skills 2. Rate 3. Prior Client Experience 4. Location
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FAQs About Service Desk Analyst Jobs at Artech LLC
What is the work location for this position at Artech LLC?
This job at Artech LLC is located in Pittsburgh, PA, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at Artech LLC?
Candidates can expect a pay range of $30–$35 per hour for this role.
What employment applies to this position at Artech LLC?
The employer has not provided this information. This may be discussed during the hiring process.
What is the process to apply for this position at Artech LLC?
You can apply for this role at Artech LLC either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.