Techwave Consulting Inc

Techwave Consulting Inc

Service Desk Analyst

GDC Financial District, IN · Mid

Sponsorship not specifiedDetected 148 days ago
iOSAndroidCybersecurityJiraExcelProcess ImprovementERPCustomer SupportDNSVPNCommunicationProblem SolvingMentoring

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odds of building a lasting career here

40Risky
Cap-exempt (no lottery)0
Sponsors this role90
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70

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Employer immigration record

from this employer's Department of Labor filings

Green-card filing pattern in this occupation

Context, not a finding about this posting: of this employer's 13 green-card filings in this occupation, 100% were for a worker who already held the job.

Third-party placement is common here

36% of this employer's visa filings place the worker at a client company rather than at the employer itself, across 4 clients. Your visa, salary band and layoff exposure would follow the employer of record, not the client.Most common: Sysco Corporation · Valero Energy Corporation · Western Alliance BankFiles as an H-1B dependent employer.

Green-card follow-through: 13%

Of 8 labor certifications old enough to have been used, 7 expired without the employer filing the next step. Median time from filing to decision: 496 days.100% of their filings were for a worker who already held the job.Only certifications past the 180-day window are counted — recent ones cannot have expired yet.

Files H-1B transfers

2 transfer filings in the last year, covering 2 workers. Median labor-condition decision: 6 days. An employer that already files transfers is one that can take over an existing H-1B.

Sourced from Department of Labor LCA, PERM and prevailing-wage disclosure data. Employer matching is by name, so figures may be split across an employer's legal entities. Absence of a filing means none appears in our copy of the data, not that none exists.

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About the role

  • You will act as the first point of contact for IT-related incidents and service requests, ensuring timely resolution while maintaining a consistently high level of customer satisfaction.
  • The role operates in a metric-driven environment, where performance is measured against defined KPIs such as SLA compliance, first-contact resolution, ticket quality, and user satisfaction scores.
  • The successful candidate will be comfortable working with ServiceNow and contributing to continuous service improvement through accurate ticket handling and high-quality documentation.

Responsibilities

  • Provide Tier 1 technical support for end users across a 24/7/365 service desk operation
  • Utilize ServiceNow to document and track Incidents, Requests, and escalations in accordance with established SLAs
  • Create, review, and maintain Knowledge Base articles to improve first contact resolution and self-service capabilities
  • Deliver a high level of customer service while identifying opportunities for process improvement and service optimization
  • Collaborate with other members of the Tech team to resolve complex issues in a timely fashion
  • Proven experience in a Service Desk, Desktop / End User Support role with at least 3-5 years.

Requirements

  • Ensure adherence to data security policies and demonstrate a strong understanding of information security best practices

Nice to have

  • We ensure whoever is associated with the brand is being challenged at every step and is provided with all the necessary opportunities to excel in life.
  • Techwave is a leading global IT and engineering services and solutions company revolutionizing digital transformations.
  • Plus, we're a team of dreamers and doers who are pushing the boundaries of what's possible.
  • Networking concepts (VPN, DNS, LAN/WAN)
  • Endpoint security fundamentals

Skills

  • Hands-on experience using ServiceNow ITSM
  • Strong understanding of ITIL processes (Incident, Request, Knowledge, Problem, and Change Management).
  • Demonstrated ability to work effectively in a fast-paced, high-pressure environment.
  • Excellent written and verbal communication skills.
  • ITIL Foundation certification
  • Experience supporting users in a corporate IT environment
  • Hands-on experience with:
  • Windows OS and Apple macOS
  • Microsoft 365 applications
  • Active Directory (basic user administration)
  • ITSM tools (e.g. ServiceNow, Remedy, Jira Service Management, or similar)
  • Apple IOS and Android device troubleshooting

Company info

  • Techwave, we are always in an exercise to foster a culture of growth, and inclusivity.
  • People are at the core of everything we do.
  • Founded in 2004, headquartered in Houston, TX, USA, Techwave leverages its expertise in Digital Transformation, Enterprise Applications, and Engineering Services to enable businesses accelerate their growth.
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This listing is sourced directly from Techwave Consulting Inc's careers page and normalized into a canonical job model.