Associate Analyst, Service Desk

Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best.

Jumpstart your career in the dynamic Legal/IT sector with Opensity Solutions as a Service Desk Analyst!

We offer a comprehensive training program to every incoming Service Desk Analyst to be successful in supporting our law firm clients. 

Opensity prepares you to work in a fast pace, agile, customer service-oriented environment while working collegially and collaboratively with a world-class Service Desk team. 

Career opportunities abound both within the Service Desk Department as well as more hands-on engineering roles for those looking for a more technical tract. 

The position comes with an array of benefits.

This opportunity is remote! The first week will be spent with our dedicated Service Desk Training team Monday through Friday 9:00 AM to 5:30 PM CST before moving to their working shift schedule.

• We are looking for candidates who are able to work any days of the week (any combination of days Monday through Sunday) 2nd and 3rd shift preferred

The Service Desk Analyst provides technical support related to computer systems, hardware, or software via telephone, email, and chat tools. This position is fast-paced and multi-task intensive, requiring quick decision-making and top-notch customer service skills. 

Essential Duties and Responsibilities

• Serve as the first point of contact to customers seeking help for hardware, software, network, or other technical and non-technical issues. 
• Provide over-the-phone, email, and chat support. 
• Identify, diagnose, and resolve all customer issues by using documented troubleshooting items such as a knowledge base, previously reported issues, colleague experience, or connecting the customer to an escalated level of support to properly resolve their issue. 
• Use of screen sharing and remote-control tools to properly vet, collect and evaluate the customer’s reported issue. 
• Properly ticketing all customer requests with detailed information regarding the issue reported. Service Desk Analysts are expected to provide accurate, descriptive, and complete information in all tickets to successfully relay information back to the customer or other support team members. 
• Maintain a regular and reliable level of attendance. 

Knowledge Skills and Abilities

• High School Diploma or equivalent. 
• Strong verbal, written, and typing skills. 
• Excellent customer service skills, efficiency, multi-tasking skills, and patience are key to any Service Desk Analyst’s success. 
• Dependable team player who works collaboratively and cooperatively with others in a team-oriented environment. 
• Ability to act independently and make decisions within the scope of the position’s responsibilities.
• Always display the utmost professionalism with team members as well as end-users. · Ability to function well in a high-paced and at times stressful environment. 
• Ability to think strategically and analytically to troubleshoot and resolve issues quickly and/or provide successful alternative methods until a permanent resolution can be found.
• Proactive with the ability to identify, define, and perform remote troubleshooting of computer/technical issues through remote control tools while asking pertinent questions. 
• Exhibit a high degree of initiative, follow-through, and critical-thinking skills with the ability to manage multiple priorities in a demanding, fast-paced, meticulous work environment, and make decisions based on the results of research. 

Requirements

• Prolonged periods of sitting at a desk and working on a computer 
• Will require Intune “Mobile Device Management” software installed on a personal device(s)

#LI-Remote

Opensity is an Equal Opportunity Employer. 

We are committed to providing equal employment opportunities to all applicants and employees and do not discriminate on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran or military status, or any other characteristic protected by applicable federal, state, or local law. 

Employment decisions at Opensity are based on qualifications, merit, and business needs. This policy applies to all aspects of employment, including recruitment, hiring, promotion, compensation, training, discipline, and termination. 

Opensity is committed to providing reasonable accommodations for qualified individuals with disabilities, for pregnancy related conditions, and for sincerely held religious beliefs, in accordance with applicable law. We do not tolerate retaliation against individuals who raise concerns or participate in an investigation related to equal employment opportunity.