Help Desk Analyst - Remote

Overview

The Help Desk Analyst will provide Level 1 support to clients, offering customer-friendly assistance to those experiencing difficulty using IT products and services.

In Short

• Perform technical customer support via telephone, chat, and email.
• Provide level 1 triage and resolutions such as password resets and troubleshooting.
• Perform callbacks as required.
• Identify and coordinate hardware and software requests.
• Act as a subject matter expert across limited areas.
• Train and mentor other service desk associates.
• Work in a 24/7 support environment with various shift options.
• Opportunity for advancement within the organization.
• Must have an entry to intermediate understanding of Microsoft products.
• Ability to thrive in a fast-paced work environment.

Requirements

• High School Diploma/GED or equivalent experience.
• Experience in a help desk/service desk handling tickets preferred.
• Experience troubleshooting desktop hardware and peripherals preferred.
• Effective soft skills and active listening skills.
• Ability to resolve complex support ticket requests.
• Ability to provide support to new team members.
• Manage call length and handle time effectively.
• Promote teamwork and call center success.
• Familiarity with Microsoft Outlook, Windows 10, and basic computer terminology.

Benefits

• Comprehensive benefits package including medical, dental, and vision coverage.
• Life insurance and disability insurance.
• 401(k) plan with matching provision.
• Paid time off and personal sick leave.
• Opportunities for career advancement in a collaborative culture.