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Darkhorse Technologies Logo Darkhorse Technologies · IT - Administration

Service Board Analyst

35000.00 - 40000.00 USD / Year · Job Posted December 08, 2025
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Job Description

The Service Board Analyst will ensure the smooth operation and efficiency of the service boards by effectively prioritizing, qualifying, and advancing tickets while maintaining high standards of client communication and technical support. This job does require occasional outbound calls to clients to retrieve more accurate information. This job is set up to be a gateway position into the Tier 1, 2 and 3 technical roles at Darkhorse Tech.

Job Responsibility

  • Monitor and maintain the health of service boards to ensure timely resolution of tickets
  • Qualitize new tickets and client responses by gathering all necessary details and assigning appropriate priorities and statuses
  • Merge duplicate tickets or update existing tickets based on client input, technician feedback, or ticket history
  • Identify and resolve bottlenecks in ticket progression, reassigning or escalating when necessary
  • Proactively follow up on unresolved or stagnant tickets to ensure timely closure
  • Asking questions if there is not an active service agreement for a client
  • Review and update tickets submitted via phone, email, or RMM platforms to ensure completeness and accuracy
  • Reopen previous tickets within promised timelines when appropriate
  • Adjust ticket priorities based on new information provided by clients or technicians
  • Provide prompt and professional responses to client inquiries, ensuring high satisfaction
  • Request clarifications from clients or technicians to expedite resolutions
  • Communicate ticket progress and resolutions clearly and effectively to clients
  • Review ticket and add information to help techs perform basic troubleshooting and quick fixes for end-user devices, network equipment, and system configurations
  • Link standard operating procedures (SOPs) or provide guidance to Tier 1 for frequent or low-complexity issues

Requirements

  • 1-2 years minimum in a ticketing or IT support role (preferably at an MSP)
  • Knowledge of common IT systems, including Windows OS, Microsoft Office 365, and basic network configurations
  • Experience with ticketing platforms and RMM tools
  • Ability to manage multiple tasks and prioritize efficiently in a fast-paced environment
  • Strong customer service skills with a proactive approach to solving client issues
  • Clear and concise verbal and written communication abilities for client interactions and documentation
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