Job description
Seeking one full-time resource to work as the Service Desk Support Analyst. The selected resource will provide technical support for incidents and requests reported by users (approximately 5,000) including, but not limited to, password resets, account unlocks, troubleshooting Windows and macOS issues, VPN support, Microsoft 365 support, printer assistance, and incident triage. Services are anticipated to be conducted Monday through Friday from 6:30am to 5:00pm.
The work is expected to be done remotely with rare on-site meetings. On-site meetings will be planned in advance.
Tasks
Provide timely and consistent IT phone-based user support
Maintain high-quality end-user experience
Meet real-time service objectives (RSOs)
Ensure proper documentation and escalation of incidents and requests
Respond to incidents and service requests within defined RSOs
Document troubleshooting steps and resolutions
Escalate issues appropriately
Maintain knowledge base accuracy
Follow security and identity verification procedures
Provide knowledge transfer
Minimum Qualifications
High school diploma/GED with four (4) years’ experience in Technical Support roles
An Associates degree substitutes for 2 years of experience
A Bachelor’s degree substitutes for 4 years of experience
Desired Skills
Knowledge of computer hardware, software, and mobile device components.
Knowledge of Windows, macOS, and mobile operating systems, including configuration and troubleshooting.
Knowledge of networking fundamentals such as TCP/IP, DNS, DHCP, and VPN.
Knowledge of Active Directory, Group Policy, and endpoint security tools.
Knowledge of ITIL best practices for incident and asset management.
Skilled in diagnosing and resolving complex hardware, software, and connectivity issues.
Skilled in prioritizing and resolving service tickets efficiently.
Skilled in communication and collaboration with users, technical staff, and management.
Skilled in analyzing and identifying trends or root causes of recurring technical issues.
Ability to identify potential IT security-related situations.
Ability to deliver high-quality, customer-focused technical support.
Ability to manage multiple priorities and meet deadlines in a dynamic environment.
Ability to adapt to evolving technologies and organizational needs.
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.