IT Support Center Analyst - Remote

Overview

The IT Support Center Analyst provides first-level technological problem determination and resolution for Managed Services clients, focusing on end-user account administration tasks.

In Short

• Resolve problems reported to the service desk by phone or web tickets.
• Provide first-level contact and problem resolution for customer issues.
• Communicate timely on ticket status and resolution.
• Answer phone calls received by the call center.
• Resolve or escalate issues as needed.
• Work on incoming Help Desk web tickets by the set SLA.
• Communicate effectively with customers.
• Work with vendors to resolve issues when required.
• Continuously improve technical and soft skills.
• Maintain regular attendance and may work on holidays or weekends.

Requirements

• Experience providing technical assistance over the phone.
• Able to multi-task with multiple open tickets.
• Experience in a fast-paced environment.
• Able to troubleshoot customer issues.
• Comfortable making decisions on issue resolution.
• Excellent verbal and written communication skills.
• Motivated to learn new skills and technology.

Benefits

• Full-time employment with competitive pay.
• Opportunity for skill development and training.
• Work remotely from anywhere in the USA.
• Flexible work hours including potential holiday/weekend shifts.