IT Service Desk Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver Tier 1 technical assistance for hardware, software, operating systems, telephony, unified communications, networking, and identity management systems.

• Receive, assess, and resolve incoming support requests through phone, email, and a ticketing system, prioritizing first-call resolution.

• Diagnose issues related to software, hardware, and networks, determining suitable solutions or escalation paths.

• Record incidents, service requests, and troubleshooting procedures in the ticketing system.

• Oversee and prioritize assigned tickets, ensuring prompt updates, resolutions, and communication with end users.

• Assist with system access requests, including the provisioning and deprovisioning of user accounts while adhering to security policies.

• Collaborate with internal teams, vendors, and external partners to address complex or unusual technical issues.

• Offer on-demand training and guidance to users.

• Uphold service level agreements through timely and professional communication.

• Contribute to knowledge management by providing insights and updating documentation.

• Monitor and report on service desk performance while identifying opportunities for process improvements.

• Escalate high-priority or sensitive issues to management when appropriate.

⛳️ Requirements

• High School Diploma or equivalent.

• Strong verbal, written, and typing abilities.

• Exceptional customer service skills, efficiency, multitasking capabilities, and patience.

• Reliable team player who collaborates effectively in a team-oriented environment.

• Capacity to act independently and make decisions within the role’s responsibilities.

• Professional demeanor with both team members and end-users.

• Ability to thrive in a fast-paced and occasionally stressful environment.

• Capacity to think both strategically and analytically to troubleshoot and resolve issues swiftly, or to provide effective alternative methods until a permanent solution is achieved.

• Ability to identify, define, and conduct remote troubleshooting of computer/technical issues using remote control tools while asking relevant questions.

• High level of initiative, follow-through, and critical-thinking abilities.

• Ability to juggle multiple priorities in a demanding, fast-paced, and detail-oriented work environment.

• Capacity to make decisions based on research findings.

🏝️ Benefits

• Disability insurance.

• Health insurance.

• Tuition reimbursement.

• 401(k) matching.

• Opportunities for career advancement.

• Referral program.