Entry Level Helpdesk Support
About The Position
The Service Desk Analyst handles inbound contacts from end users by phone, email, and chat. The role supports end users, most of whom are located in the USA, with requests ranging from password resets to mid-level troubleshooting and issue triage or resolution. The successful candidate works remotely as part of a larger team and must live in the DFW area. The position requires working in the office two days per week in a hybrid arrangement based in Irving, Texas. The client provides a company laptop. The candidate must provide a secure, quiet place to work, a personal high-speed internet connection (not a hotspot or public connection), and a cell phone with good reception. A USB headset will be provided; speakers and a microphone are needed to ensure quality audio during conversations.
Requirements
- Live in the DFW area.
- Be available to work in the office two days per week.
- 1–2 years of helpdesk or call center experience.
- 1–2 years of experience working with help desk ticketing tools, such as ServiceNow.
- Experience supporting work-from-home end users.
- Experience working remotely as a team member.
- Ability to troubleshoot common Windows-related issues.
- Working knowledge of Active Directory and domain hierarchy.
- Working knowledge of Microsoft Windows OS.
- Knowledge of Microsoft Office products, including Word, Excel, Outlook, and PowerPoint.
- Knowledge of remote meeting software, including Microsoft Teams, Cisco WebEx, and Zoom.
- Strong written and oral communication skills.
- Ability to learn and troubleshoot custom applications.
- Strong people skills and the ability to communicate with a wide variety of end users, including those with little or no technical skills.
- Ability to listen to end users and understand their needs and perspectives.
- Sense of urgency in supporting end users so they can return to performing their jobs.
- Provide a secure, quiet work location, personal high-speed internet connection (not a hotspot or public internet location), and a cell phone with good reception.
- Have speakers and a microphone for quality audio during conversations; a USB headset will be provided.
Responsibilities
- Respond to inbound end-user contacts by phone, email, and chat.
- Support end users with password resets and mid-level troubleshooting.
- Triage and/or resolve end-user issues.
- Learn and troubleshoot custom applications.
- Listen to end users, understand their needs and perspectives, and provide support with a sense of urgency.
- Work remotely as part of a larger team.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Critical illness coverage
- Accident coverage
- Hospital coverage
- 401(k) retirement plan
- Pre-tax and Roth post-tax contributions
- Voluntary life and AD&D insurance for the employee and dependents
- Short-term disability
- Long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time off/leave, including PTO, vacation, or sick leave
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
