Service Desk Analyst I – Shift Wed-Sun 9am - 6pm EST

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

📋 Description

• Deliver outstanding customer service to our clientele at all times.

• Address customer inquiries through in-person interactions, electronic communication, and phone calls.

• Diagnose, troubleshoot, and resolve customer issues effectively.

• Document, track, and monitor issues to ensure timely resolution.

• Collaborate within a team environment and contribute positively to team dynamics.

• Notify customers once their issues have been resolved.

• Appropriately update relevant issue tracking systems.

• Provide mentorship and/or training to Service Desk Analysts.

⛳️ Requirements

• High School diploma is mandatory.

• Familiarity with the basic operations of relevant software, hardware, and other equipment.

• Understanding of relevant call tracking applications; experience with ServiceNow is a plus.

• A minimum of one year of Customer Service experience is required.

• Excellent verbal communication abilities.

• Proficient written communication skills.

• Must possess a strong motivation to continually enhance technical skills.

• Proficient in the use of MS Excel, Word, and Outlook.

• Two years of Service Desk/Help Desk experience OR an associate degree (at minimum) OR any relevant IT certification.

🏝️ Benefits

• Comprehensive medical benefits package.

• Eligibility for a 401(k) plan.

• Employee stock purchase program.

• Various paid time off benefits including vacation, sick leave, and personal leave.