Service Desk Analyst

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

📋 Description

• Deliver prompt and precise tier one technical support via incoming calls, instant messaging, and email queues.

• Record incidents and requests, along with troubleshooting steps and outcomes, in the ITSM system of record.

• Oversee tickets from monitoring systems for critical infrastructure issues, troubleshoot problems, and escalate as necessary.

• Enforce system security protocols and guidelines.

• Establish user accounts and manage access rights when applicable.

• Provide outstanding customer service and educate clients about system operations and applications.

• Utilize the Knowledge Base to research, address, and respond to incidents and requests in line with incident management processes.

• Offer troubleshooting support and solutions for basic to moderately complex user issues.

• Manage open incidents by following up with support staff and affected users to ensure timely resolution and customer satisfaction.

• Assist with User Account Management projects and tasks as required.

• Provide on-site assistance at customer locations upon request.

• Acquire and maintain knowledge of ITIL incident management best practices.

• Engage in onboarding and training for new employees.

• Write or revise technical documentation for the Knowledge Base.

• Contribute to Service Desk quality and efficiency enhancement initiatives.

• Communicate trends in problems and unresolved issues to Service Desk staff and management.

• Monitor corporate email for updates regarding maintenance, outages, and processes.

• Participate in Microsoft Teams discussion groups.

• Collaborate with Netrix support professionals, clients, and personnel on issue resolution, training, and process improvement.

• Commit to working at least three holidays each year for customer contact queue coverage.

⛳️ Requirements

• Must be physically located within the United States.

• A college degree, technical school, or equivalent experience is preferred.

• A minimum of 1–3 years of experience in a Help Desk, Service Desk, or other IT role is required.

• Proficient in using and troubleshooting Outlook/O365 and Office applications in a network environment.

• Familiarity with permissions, calendar sharing, delegation, and administration.

• Basic understanding of PCs, operating systems, applications, networks, and hardware concepts.

• Exceptional oral, organizational, and written communication abilities.

• Strong analytical and problem-solving skills.

• Skills in diagnosing technical issues.

• Capacity to multitask and adapt swiftly to changes.

• Self-motivated with the ability to thrive in a fast-paced environment.

• Willingness to work in a 24/7 Service Desk setting.

• Flexibility for changing shifts, including Saturday or Sunday coverage, and availability for at least three holidays per year.

• Capability to use a personal mobile phone for MFA access to Netrix systems.

• May need to complete a Biometric Background Check based on customer requirements.

🏝️ Benefits

• Competitive compensation package.

• Comprehensive group benefits tailored to meet the needs of you and your family.

• Flexibility in work arrangements.

• Time off when needed.

• Casual work environment.

• Remote/home office setup.

• Some travel may be required.

• Reasonable accommodations for individuals with disabilities.