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AI Summary
Provide timely IT phone-based user support while meeting real-time service objectives. Responsible for documenting troubleshooting steps, escalating incidents, and maintaining the knowledge base.
This is a remote position.
Seeking a Service Desk Support Analyst that will provide timely and consistent IT phone-based user support. The resource will also be expected to maintain high-quality end-user experience as well as:
- Meet real-time service objectives (RSOs).
- Ensure proper documentation and escalation of incidents and requests.
- Respond to incidents and service requests within defined RSOs.
- Document troubleshooting steps and resolutions.
- Escalate issues appropriately.
- Maintain knowledge base accuracy.
- Follow security and identity verification procedures.
- Provide knowledge transfer.
Requirements
| Skills |
Required/Preferred |
Years |
Candidate Experience |
| High school diploma with 4 years experience in Technical Support roles / Associates degree with 2 years of experience / Bachelors degree with 4 years of experience |
Required |
5+ |
|
| Knowledge of computer hardware, software, and mobile device components. |
Required |
5+ |
|
| Knowledge of Windows, macOS, and mobile operating systems, including configuration and troubleshooting. |
Required |
5+ |
|
| Knowledge of networking fundamentals such as TCP/IP, DNS, DHCP, and VPN. |
Required |
5+ |
|
| Knowledge of Active Directory, Group Policy, and endpoint security tools. |
Required |
5+ |
|
| Knowledge of ITIL best practices for incident and asset management. |
Required |
5+ |
|
| Skilled in diagnosing and resolving complex hardware, software, and connectivity issues. |
Required |
5+ |
|
| Skilled in prioritizing and resolving service tickets efficiently. |
Required |
5+ |
|
| Skilled in communication and collaboration with users, technical staff, and management. |
Required |
5+ |
|
| Skilled in analyzing and identifying trends or root causes of recurring technical issues. |
Required |
5+ |
|
| Ability to identify potential IT security-related situations. |
Required |
5+ |
|
| Ability to deliver high-quality, customer-focused technical support. |
Required |
5+ |
|
| Ability to manage multiple priorities and meet deadlines in a dynamic environment. |
Required |
5+ |
Benefits
Benefit Package includes:
- Paid Sick Time
- Insurance for Medical, Dental, Vision and Life Available
- 401(k) including Employer Match
- HSA, Short-term & Long-term Disability Available
- We are an EEO/Veterans/Disabled employer
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