Service Desk Support Analyst

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

📋 Description

• Deliver technical assistance for incidents and requests submitted by users

• Offer prompt and reliable IT support via phone

• Uphold a superior end-user experience

• Achieve real-time service objectives (RSOs)

• Ensure accurate documentation and escalation of incidents and requests

• Address incidents and service requests within established RSOs

• Record troubleshooting procedures and solutions

• Appropriately escalate issues as needed

• Maintain the accuracy of the knowledge base

• Adhere to security and identity verification protocols

• Facilitate knowledge transfer

⛳️ Requirements

• High school diploma/GED with four (4) years of experience in Technical Support positions

• An Associate's degree can substitute for 2 years of experience

• A Bachelor's degree can substitute for 4 years of experience

• Familiarity with computer hardware, software, and mobile device components

• Understanding of Windows, macOS, and mobile operating systems, including setup and troubleshooting

• Knowledge of networking basics such as TCP/IP, DNS, DHCP, and VPN

• Proficiency in Active Directory, Group Policy, and endpoint security tools

• Awareness of ITIL best practices for incident and asset management

• Expertise in diagnosing and resolving intricate hardware, software, and connectivity challenges

• Competence in prioritizing and efficiently addressing service tickets

• Capability to provide high-quality, customer-oriented technical support

• Ability to juggle multiple priorities and adhere to deadlines in a fast-paced environment

🏝️ Benefits

• Remote work

• Paid time off