Service Desk Analyst

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

📋 Description

• Deliver first and second-tier technical support to internal staff via phone, chat, and Slack.

• Diagnose software, hardware, VPN, Wi-Fi, and general connectivity problems remotely.

• Accurately log contacts and incidents in ServiceNow.

• Install, upgrade, and maintain software, hardware, and peripherals.

• Support encryption and security tools, assisting users with access to systems and servers.

• Deploy and patch software using VMware and related device management tools.

• Assist with Office 365 permissions, calendaring, and delegation tasks.

• Perform basic user and security group administration in Active Directory.

• Troubleshoot wired, wireless, VPN, and home network connectivity issues.

• Take ownership of employee issues from initial contact to resolution and provide progress updates.

• Analyze and resolve incidents within expected turnaround times.

• Monitor and report on call and chat trends as well as emerging issues.

• Contribute to the knowledge base and maintain process documentation.

• Resolve aging tickets ensuring proper closure and documentation.

• Manage small projects from initiation to completion.

• Engage in a mock ticket exercise during the interview process.

• Provide support across a seven-day schedule, including weekends during peak tax season.

• Complete the two-week training period and adhere to time-off request guidelines.

⛳️ Requirements

• Previous experience in Service Desk or Desktop Support, including phone and chat-based support in a corporate setting.

• Practical experience supporting Windows 11 operating systems.

• Extensive knowledge of Microsoft-based operating systems and troubleshooting within a corporate network.

• Experience with and troubleshooting Office 365, including permissions, calendaring, and delegation.

• Incident management experience, including precise logging, updating, and closing of tickets in tools like ServiceNow.

• Basic administration of user and security groups in Active Directory.

• Familiarity with VPN technologies and troubleshooting VPN connectivity issues.

• Understanding of wired and Wi-Fi networking.

• Knowledge of home network troubleshooting for remote users.

• Experience with encryption and security tools, managing issues within secure environments.

• Capability to deploy and patch software using device management technologies such as VMware.

• Proficiency in communicating technical issues in clear, accessible terms.

• Strong skills in problem-solving, diagnosis, and troubleshooting.

• Ability to identify documentation needs and request updates for the knowledge base.

• Competence to work independently and collaborate effectively within a team and across departments.

• Comfort in supporting users via Slack chat, phone, and other collaboration tools.

• Ability to multitask in a dynamic, fast-paced, high-volume environment.

• Willingness to work mid to closing shifts and weekends, especially during peak tax season.

• Full attendance during the two-week training period is required.

• Compliance with time-off policies is necessary.

• Comfort using a company-provided headset for phone support.

• Ability to maintain professionalism and confidentiality.

• General aptitude for learning new systems and tools.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Critical Illness, Accident, and Hospital insurance.

• 401(k) Retirement Plan with options for pre-tax and Roth post-tax contributions.

• Life Insurance options (Voluntary Life & AD&D for employees and dependents).

• Short-term and long-term disability coverage.

• Health Spending Account (HSA).

• Transportation benefits.

• Employee Assistance Program.

• Paid Time Off/Leave (PTO, Vacation, or Sick Leave).

• Structured training.

• Opportunities for professional growth.

• Company-provided headset.