Service Desk Analyst I – 3rd Shift

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

📋 Description

• Serve as the initial point of contact and first level support for clients' end users, networks, and server-related issues.

• Diagnose and resolve software, hardware, and operating system challenges.

• Generate comprehensive documentation of incidents.

• Maintain timely and professional communication with customer representatives.

• Manage multiple complex and diverse issues simultaneously.

• Oversee customer environments to identify faults, failures, and performance concerns.

• Proactively address emails, alerts, tickets, and phone inquiries from clients.

• Refer higher-level issues to appropriate resources for thorough investigation.

• Keep abreast of advancements in technology.

• Conduct scheduled maintenance tasks, including server patching.

⛳️ Requirements

• Minimum of 2 years of relevant experience in help desk or network support.

• Proficient in Windows 10, Windows 11, Microsoft Office Suite, and Active Directory.

• Familiar with Cisco network devices and Windows servers.

• Proven knowledge of VMWare or Citrix environments.

• Verbal communication: Exhibits a clear and effective speaking style.

• Demonstrated ability to engage effectively with diverse client and staff personalities and scenarios.

• Communicates efficiently with clients/end users to ascertain needs and resolve issues.

• Capable of clear and effective communication over the telephone.

• Written communication: Exhibits a clear and concise writing style for effective communication via email and other written forms.

🏝️ 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