Service Desk Analyst
Location
United States
Posted
8 days ago
Salary
Not specified
No structured requirement data.
Job Description
Role Description
This role involves providing white-glove, End User Service Desk Support via phone, email, and chat.
- Manage incidents and requests within the ServiceNow, Freshservice or Zendesk ticketing systems.
- Perform and document daily ticket follow-ups with end users within respective ticketing system.
- Resolve username and password problems.
- Perform uninstall/reinstall of approved software applications to devices.
- Provide Multifactor Authentication, Single Sign-On and VPN Support.
- Perform software and application support.
- Provide remote hardware support for laptops, tablets, mobile devices, monitors, docking stations, printers and accessories.
- Provides support for general “how-to” inquiries.
Qualifications
- CompTIA A+ certification.
- Experience supporting Microsoft 365, Windows 10, and Active Directory.
- 1+ year Mac OS experience.
- Experience with the ServiceNow ticketing system.
- Experience with Freshservice and/or Zendesk ticketing systems a plus.
- Experience with remote access tools such as LogMeIn, TeamViewer, and Take Control.
- Experience remotely troubleshooting windows hardware and software break/fix issues.
- 2-3 years of progressive experience in a Technical Support role with an MSP or call center IT support environment.
- Technical proficiency with common hardware, software, and technologies: Windows, Office, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, & WiFi.
- Knowledge of Active Directory, Azure, O365, MFA, SSO, networking and server concepts.
- Understanding of call center metrics and KPIs.
- College or technology school degree preferred.
- Ability to multi-task and experience working in a fast-paced environment.
- Strong technical troubleshooting and customer service skills.
- Strong verbal and written communication skills.
Benefits
- 401k match
- Comprehensive group health, dental, vision benefits
- Life insurance/LTD
- Discretionary PTO
- Salary: $40,000-$42,000
Job Requirements
- CompTIA A+ certification.
- Experience supporting Microsoft 365, Windows 10, and Active Directory.
- 1+ year Mac OS experience.
- Experience with the ServiceNow ticketing system.
- Experience with Freshservice and/or Zendesk ticketing systems a plus.
- Experience with remote access tools such as LogMeIn, TeamViewer, and Take Control.
- Experience remotely troubleshooting windows hardware and software break/fix issues.
- 2-3 years of progressive experience in a Technical Support role with an MSP or call center IT support environment.
- Technical proficiency with common hardware, software, and technologies: Windows, Office, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, & WiFi.
- Knowledge of Active Directory, Azure, O365, MFA, SSO, networking and server concepts.
- Understanding of call center metrics and KPIs.
- College or technology school degree preferred.
- Ability to multi-task and experience working in a fast-paced environment.
- Strong technical troubleshooting and customer service skills.
- Strong verbal and written communication skills.
Benefits
- 401k match
- Comprehensive group health, dental, vision benefits
- Life insurance/LTD
- Discretionary PTO
- Salary: $40,000-$42,000
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