IT Specialist I

National Debt Relief, LLC.•,

23h•Remote

About The Position

National Debt Relief is seeking an IT Support Analyst I to join our growing technology team. Reporting to the EUS Supervisor, the IT Support Analyst’s primary role is end-user support, basic troubleshooting, and follow documented support processes to the highest levels of customer service. The IT Support Analyst I will be the first point of contact for National Debt Relief’s Organizations and BPOs end-user population supporting the staff on a variety of IT related issues. The candidate must be team-oriented, customer service driven, with the ability to work under pressure with minor supervision.

Requirements

Associate’s degree in computer science, information systems or related field preferred.
3 years’ experience in a helpdesk or desktop support position required.
Technical certifications such as A+, Network +, Microsoft Certified Professional (MCP), ITIL, etc. is a plus.
Team-oriented and customer service driven.
Ability to work remotely with minor supervision.
Analytical mindset for logical troubleshooting and data gathering.
Metric driven in daily job task.
Strong problem solving, analytical skills, and critical thinker.
Organized, team oriented, with go getter attitude.
Ability to deal effectively with competing priorities and demands.
Proven ability to prioritize and reprioritize work due to changing business/client requirements.
Strong communication skills with the ability to deal with users at all levels.
Collaborative approach and strong relationship building skills.
White glove customer service oriented with excellent soft skills and interpersonal skills.
Computer competency and ability to work with a computer.
Prioritize multiple tasks and projects simultaneously.
Exceptional written and verbal communication skills.
Punctuality expected, ready to report to work on a consistent basis.
Attain and maintain high performance expectations on a monthly basis.
Work in a fast-paced, high-volume setting.
Use and navigate multiple computer systems with exceptional multi-tasking skills.
Remain calm and professional during difficult discussions.
Take constructive feedback.

Nice To Haves

Associate’s degree in computer science, information systems or related field preferred.
Technical certifications such as A+, Network +, Microsoft Certified Professional (MCP), ITIL, etc. is a plus.

Responsibilities

Provide remote IT support to over 4000 users across the business.
Support and prioritize tickets from end users experiencing issues related to hardware, applications, mobile devices, Teams phones, and any basic IT issues.
Partner with People Team to process changes, onboarding and offboarding requests.
Create, support, and maintain end users accounts, distribution lists, security groups and shared mailboxes through MS Active Directory/Azure/Entra, and O365 admin portal.
Install, configure, and troubleshoot software packages - including operating systems and 3rd party applications.
Deploy desktop images remotely per organization standard.
Maintain asset inventory tracking system.
Escalate complexed issues to Desktop Support Analyst L2
Create and maintain knowledgebase and end user documentation.
Process and inventory tracking of return equipment from remote employees within ITSM Platform
Firm understand of Microsoft’s 0365 suite.
Basic working knowledge of off the shelf software, Adobe, Zoom, etc.