Information Technology Help Desk Contact Center Analyst - Honolulu

Do you want to shift gears into a new IT career? We will steer your future towards the finish line!

Frontline Managed Services is looking for talented individuals who are passionate about technology. If you are a fan of technology and want to turn it into an IT career, you would be a perfect candidate for our Help Desk opportunities. We will enhance your skillset by providing you with four weeks of industry leading training and ongoing professional opportunities via our career development program Frontline Managed Services University (FMSU).

What is FMSU?

• Provides opportunities for job progression, future roles and the skills needed to advance
• Fosters an environment where you can continue your learning
• Current career paths include IT Administration, IT Systems, IT Security, Enterprise IT, Cybersecurity

Benefits of frontline Managed Services include:

• 10 additional paid holidays off
• 10 days paid time off per year
• A comfortable, relaxed dress code
• Medical, Dental, Vision, and 401K available

Information Technology Analyst Duties:

• Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation (per client guidelines).
• Escalate unresolved issues to Team Leads.
• Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources.
• Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.
• Serve as the initial contact for reporting technical issues and answering questions regarding upgrades, installations, and other software/hardware/network issues.
• Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools.

Job Type: Full-time

Pay Starts at: 22 an hour

Work Location: 745 Fort St., 20th Floor, Suite 2000, Honolulu, HI, 96813

(Please note this position is temporarily remote, but will be in office once the office is ready to accept our new team members)