Entry Level Service Desk (Backfill - Faith Andrews) - Remote

Service Desk Analyst
Location: Remote
Service Desk Analyst Summary:
The Service Desk Analyst is a member of the Service Desk team. They are responsible for first level technical support of all supported applications. The will respond to user inquiries regarding incidents with applications, networks, platforms, and servers. In addition, they will answer questions via phone and electronic mail related to the use of supported software and hardware systems. They will escalate to L2 and L3 as appropriate.

• Routinely utilizes and contributes to the knowledge base and actively promotes utilization to both internal and external
• Assist in the on-boarding and training of new employees
• Ensures appropriate and accurate escalation of incidents that require resolution by other IT groups beyond the Service
• Thoroughly documents all work completed into the appropriate call-tracking and incident management systems.
• Provides technical support by phone to customers relating to effective use of technologies including computer, mobility, voice, network connectivity, and various software

Preferred Qualifications

• PC support background and experience working in a call center / phone support environment
• Ability to multitask
• Associate's Degree in Information Systems, Business, or related field, or equivalent experience.
• Ability to work in a highly collaborative environment
• Knowledgeable with LAN or WAN networking
• Working knowledge of Windows OS
• Good organizational and problem solving skills
• Basic computer software applications including MS Office products, email, Internet access, and multimedia technology
• Computer hardware components, systems, and peripherals
• Ability to work a flexible schedule including overtime as required

#DICE
Entry Level Service Desk (Backfill - Faith Andrews) - Remote