[Hiring] Service Desk Analyst REMOTE USA
Position: Service Desk Analyst
Date Posted: September 4, 2025
Industry: Healthcare / Information Technology / Clinical Research Support
Employment Type: Full Time – Regular
Experience: Minimum 1 year (help desk / desk-side support in a medium to large enterprise)
Qualification: Associate’s degree in Computer Science or a related field preferred
Salary: $16.70 – $24.00 per hour
Location: Cary, NC, United States (Remote) — East Coast hours
Company: WCG
Description:
Company Overview
WCG delivers clinical solutions and services that support organizations running clinical trials. Serving many of the top health plans and research organisations, WCG combines domain expertise with operational excellence to help clients accelerate clinical development while managing risk and compliance.
Role Summary
The Service Desk Analyst provides Tier 1 technical support to onsite and remote users, handling hardware and software issues with professionalism and in alignment with SLAs. You will triage incoming tickets, resolve routine incidents, escalate when necessary, and document resolutions to improve the support knowledge base.
Essential Duties / Responsibilities
- Provide Tier 1 support for desktops, laptops, peripherals and common software issues for on-site and remote users.
- Triage and manage ticket queues: pick up, prioritize and work tickets to meet SLA/SLO targets.
- Troubleshoot and resolve incidents or coordinate with internal development teams and third-party vendors for complex problems.
- Document solutions and contribute to knowledge base entries (e.g., Confluence).
- Assist with software installation and routine configuration tasks.
- Respond to occasional off-hours emergencies as required.
- Participate in root-cause analysis and continuous improvement initiatives.
- Other duties as assigned by the supervisor.
Schedule & Overtime
- Hours: 9:00 AM – 5:30 PM ET (East Coast) with a 30-minute lunch.
- Occasional overtime: One weekend every six weeks (10:00 AM – 4:00 PM ET, Saturday and Sunday).
Education / Certifications (Preferred)
- Associate’s degree in computer science or related field preferred.
- CompTIA A+ and/or MCSA (Windows 10) certifications are a plus.
Qualifications / Experience
- Minimum 1 year of help desk or desk-side support experience in a medium to large enterprise.
- Hands-on with Windows 7/10, Office 365, Active Directory, remote support tools, and ticketing systems (JIRA or similar).
- Strong customer service, analytical, and written/verbal communication skills.
- Ability to learn new tools quickly, follow documented procedures, and suggest process improvements.
- Self-motivated, accountable, and able to work both independently and within a team.
- Travel: minimal (0–5%).
Compensation & Benefits
- Pay range: $16.70 – $24.00 per hour (varies by experience, skills, and location).
- Comprehensive benefits package (health, dental, vision), life/disability insurance, 401(k) with company match, flexible spending accounts.
- Paid time off, holidays, employee assistance programs, referral bonuses, tuition reimbursement, and professional development support.
Success Outcomes
- Within 3 months: solid grasp of core responsibilities, growing internal relationships, and improving on feedback.
- Within 1 year: reliable execution of duties, recognized contributor across teams, and readiness for expanded responsibilities.
Values & Culture
- Collaborative, customer-focused, and committed to integrity and continuous learning. WCG supports diversity and provides opportunities for career growth.
Equal Opportunity
- WCG is an equal opportunity employer and considers qualified applicants without regard to legally protected characteristics. The company participates in E-Verify where required and provides reasonable accommodations during the application process upon request.
How to Apply
Prepare your CV and be ready to discuss your help-desk experience and technical skills in an interview.
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