Service Desk Analyst

Ticket Ownership :  Be primary responder for the queue; acknowledge, triage, and resolve tickets across email / portal / phone / chat.

Customer Communication :  Keep customers informed with clear, friendly updates and realistic ETAs; jump on Zoom / phone when needed.

Troubleshooting :  Reproduce issues, analyze logs, collect diagnostics, and deliver workarounds or fixes.

Escalations :  Identify P1 / P2 incidents, follow runbooks, and hand off cleanly to Tier 3 / Engineering with crisp context.

Documentation :  Create / update knowledge base articles, macros, and runbooks; improve templates and tagging.

Quality & Hygiene :  Maintain SLAs / SLOs, categorize tickets accurately, and ensure thorough notes.

Tooling & Automation :  Suggest and implement improvements (views, rules, alerts, workflows).

Post-Incident Follow-up :  Draft RCAs for customer-facing incidents in partnership with engineering / ops.

Feedback Loop :  Aggregate recurring issues into product / bug reports with impact and repro steps.

Requirements

2–4 years in a  service desk / technical support  role (SaaS, IT, or developer-facing product).

Strong troubleshooting skills and structured thinking; comfortable with logs, APIs, and basic networking.

Excellent written & verbal communication; empathetic with a service mindset.

Experience with a modern ticketing system (e.g., Zendesk, Jira Service Management, Freshdesk).

Familiarity with incident management (ITIL-lite is fine) and SLA tracking.

Comfortable working U.S. business hours with light on-call rotation.

Basic scripting (e.g., Bash, Python) for log parsing or simple automations.

Experience supporting  computer vision / ML , edge devices, or REST APIs.

Exposure to observability tools (Datadog, Grafana), and log tools (ELK).

Certifications : ITIL Foundation, HDI, CompTIA A+ / Network+.

Benefits

Chooch offers extensive benefits including health, dental, vision insurance, 401K with 3% match, extensive PTO, and life insurance policies included.