Service Desk Analyst – 1st Shift

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

📋 Description

• Serve as the primary support for the client’s end users, addressing network and server-related issues.

• Diagnose issues related to software, hardware, and operating systems.

• Document issues in detail for reference and follow-up.

• Respond to incoming calls and emails from clients facing technical difficulties.

• Deliver compassionate customer support in a polite and friendly manner.

• Resolve or escalate issues according to the client’s Service Level Agreements.

• Uphold a professional manner in all communications.

• Forward complex issues to the appropriate teams for thorough investigation.

• Inform management of necessary updates or corrections to the Wiki/Knowledge Base.

• Stay updated on advancements in technology and pursue further education in emerging tech.

⛳️ Requirements

• A minimum of two years of relevant experience in Help Desk or network support is preferred.

• Excellent customer service, telephone communication, and analytical skills.

• Proficient in Microsoft Office Suite, and experienced with iPhone and Android devices.

• Strong knowledge of operating systems and application software.

• Familiarity with Cisco networking technology.

• Practical knowledge of major desktop and network operating systems.

• Experience in basic end-user administration, including network and account maintenance.

• Exceptional troubleshooting capabilities.

• Proven experience in effectively communicating with users during problem situations.

• Strong oral and written communication skills with the ability to clearly explain network issues.

• A strong sense of ownership, able to work independently and proactively manage emerging issues.

🏝️ Benefits

• Health, Vision, and Dental Insurance.

• Life Insurance.

• Health/Dependent Care Flexible Spending.

• 401(k) Plan.

• Short-Term and Long-Term Disability Coverage.

• Generous Vacation and Flex Time Off Programs.

• Company Paid Holidays.

• Training and Development Opportunities.