IT Support Analyst

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

📋 Description

• Address incidents and service requests within the established SLAs.

• Elevate major or intricate issues to the relevant support teams.

• Assume full responsibility for ticket management from start to finish.

• Ensure precise updates on tickets and direct requests to the appropriate team.

• Offer technical assistance for desktops, mobile devices, networks, and Microsoft Office applications.

• Support users with password resets and issues related to multifactor authentication access.

• Record tickets and provide updates on their status.

• Deliver outstanding customer service and foster strong relationships with users.

⛳️ Requirements

• Proven experience in incident/request management, service desk support, and troubleshooting hardware, software, and networking challenges.

• Skilled in using ticket management systems, preferably ServiceNow.

• Familiarity with ITIL-based environments.

• Background in providing technology support alongside excellent customer service.

• Strong written and verbal communication abilities.

• Knowledge of medically related environments is a plus.

• Experience in assisting end users across various devices and applications, including Microsoft Office.

• Preferred certifications include ITIL Foundation, HDI Support Center Analyst, A+, and Network+.

• Eligibility to work in the USA is implied by the employer-selected location "Remote - USA."

🏝️ Benefits

• Competitive Benefits package with tiered options to choose from; eligibility starts the month following hire.

• Compensation Reviews.

• Opportunities for Career Growth.

• Flexible Remote Work Schedules.

• Generous PTO Plans.

• Paid Holidays.

• Potential for incentive and productivity programs.

• Health and wellness coverage options.

• 401k benefits.

• Family planning benefits.

• Telehealth services.