Service Desk Analyst - Remote

K2 Services • Chicago, IL

98d • $36,000 - $39,000

About The Position

Jumpstart your career in the dynamic Legal/IT sector with K2 Services as a Service Desk Analyst! We offer a comprehensive training program to every incoming Service Desk Analyst to be successful in supporting our law firm clients. K2 prepares you to work in a fast pace, agile, customer service-oriented environment while working collegially and collaboratively with a world-class Service Desk team. Career opportunities abound both within the Service Desk Department as well as more hands-on engineering roles for those looking for a more technical tract. The position comes with a full array of benefits, health insurance and matching 401k, and many more perks. This opportunity is remote! The first week will be spent with our dedicated Service Desk Training team Monday through Friday 9:00 AM to 5:30 PM CST before moving to their working shift schedule. We are looking for candidates who are able to work any days of the week (any combination of days Monday through Sunday) 1st and 2nd Shift. Compensation starts between $36k-$39k annual with a 10% Shift Differential for weekends and evenings after 5pm.

Requirements

• High School Diploma or equivalent.
• Strong verbal, written, and typing skills.
• Excellent customer service skills, efficiency, multi-tasking skills, and patience.
• Dependable team player who works collaboratively and cooperatively with others in a team-oriented environment.
• Ability to act independently and make decisions within the scope of the position’s responsibilities.
• Ability to function well in a high-paced and at times stressful environment.
• Ability to think strategically and analytically to troubleshoot and resolve issues quickly.
• Proactive with the ability to identify, define, and perform remote troubleshooting of computer/technical issues.
• Exhibit a high degree of initiative, follow-through, and critical-thinking skills.

Responsibilities

• Serve as the first point of contact to customers seeking help for hardware, software, network, or other technical and non-technical issues.
• Provide over-the-phone, email, and chat support.
• Identify, diagnose, and resolve all customer issues by using documented troubleshooting items such as a knowledge base, previously reported issues, colleague experience, or connecting the customer to an escalated level of support to properly resolve their issue.
• Use of screen sharing and remote-control tools to properly vet, collect and evaluate the customer’s reported issue.
• Properly ticketing all customer requests with detailed information regarding the issue reported.
• Maintain a regular and reliable level of attendance.

Benefits

• Health insurance
• Matching 401k
• Comprehensive training program
• Remote work opportunity

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees