Full Time Service Desk Analyst 3:30 PM-12:00AM
About The Position
GDC IT Solutions is seeking a Full Time Service Desk Analyst to work remotely. This position requires availability Saturday-Wednesday from 3:00 PM to 12:00 AM EST. Candidates residing on the East Coast are preferred. Position Overview As a Full Time Service Desk Analyst, you will be responsible for providing front-line support to end users by answering calls and emails, troubleshooting technical issues, and guiding users through solutions. You'll handle a range of support requests—from basic IT questions to more complex issues—while accurately documenting each interaction and escalating advanced problems when necessary. This role supports WellSpan and requires strong communication skills, patience, and the ability to work effectively in a fast-paced, customer-focused environment.
Requirements
- Exceptional Interpersonal, verb, and written communication skills.
- Working knowledge of PC Hardware configurations and troubleshooting.
- Great active listening skills.
- Experience deescalating caller issues in an enterprise environment or experience in an environment that has highly structured escalation process.
- Knowledge of desktop operating systems including Windows 7, 8, 8.1, and 10.
- A patient and empathetic attitude.
- Strong time management and organizational skills
- Adaptability and flexibility.
- Comfortable working in fast-paced environments.
- Phone skills, including familiarity with complex or multi-line phone systems.
Nice To Haves
- An associate degree in IT or higher.
- Prior experience supporting 30-40 calls regarding non-technical end users' issues in a large corporate environment.
- Experience with Active Directory
- 1+ years of experience supporting desktops/laptops/printers in a production Support Center environment.
Responsibilities
- Take customer calls, and emails and provide accurate, satisfactory answers to their queries and concerns.
- De-escalate situations involving dissatisfied customers, offering patient assistance and support.
- Guide callers through troubleshooting, navigating the company site, or using products or services.
- Collaborate with other call-center professionals to improve customer service.
- Accurately document all service calls within the prescribed call tracking mechanism.
- Support both technical and non-technical end users.
- Escalate advanced issues to the appropriate team member.
Benefits
- Cutting Edge Technology and Innovation
- Career Growth Opportunities
- Employee-Centric Environment
- Comprehensive Benefits Package
- Holiday and Vacation
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
