Technology Solution Center Analyst

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

📋 Description

• Provide technical support via phone, managing a substantial volume of incoming calls in a professional manner.

• Assist users by guiding them through troubleshooting processes in real time to resolve issues on the first contact.

• Create, document, and monitor incidents utilizing ServiceNow or comparable ITSM tools.

• Identify and resolve issues related to hardware, software, networking, and access.

• Offer exceptional customer service while clearly articulating technical concepts to users without a technical background.

• Escalate complex problems and work together with internal teams for effective resolution.

• Detect recurring problems and propose improvements to existing processes.

• Adhere to security and compliance protocols in a remote work setting.

⛳️ Requirements

• Demonstrated experience in Service Desk or IT Support roles.

• Strong expertise in providing phone-based technical support.

• Familiarity with ServiceNow or similar ticketing systems.

• Capability to efficiently manage high call volumes.

• Comprehensive understanding of IT fundamentals, including hardware, software, and networking.

• Excellent skills in troubleshooting, communication, and delivering customer service.

🏝️ Benefits

• Medical/prescription drug coverage (with a Health Savings Account feature)

• Dental and vision options

• Employee and spouse/child life insurance

• Short and long-term disability protection

• 401(k) with PNC match

• Pension and stock purchase plans

• Dependent care reimbursement account

• Back-up child/elder care

• Adoption, surrogacy, and doula reimbursement

• Educational assistance, including select programs fully paid

• A robust wellness program with financial incentives

• Maternity and/or parental leave

• Up to 11 paid holidays each year

• 9 occasional absence days each year, unless otherwise required by law

• Between 15 to 25 vacation days each year, depending on career level and years of service