Tier 1 Helpdesk Support
About The Position
The Service Desk Analyst has a very wide array of tasks all surrounding in-bound contacts via phone calls, emails, and chats. This role is responsible for supporting end users with majority of locations based in USA. The calls vary from a very quick password reset that require very little effort, to mid-level troubleshooting to triage and/or resolve issues. Experience: 1-2 years of helpdesk / call center experience 1-2 years of experience working with “help desk ticketing tools” i.e. Service Now Experience supporting Work from Home end-users Experience working remotely yet as a team member Skills: Ability to troubleshoot common Windows related issues Working knowledge of Active Directory Working knowledge of Domain hierarchy Working knowledge of Microsoft Windows OS Microsoft Office Products including: Word, Excel, Outlook, PowerPoint Remote meeting software including: Microsoft Teams, Cisco WebEx, Zoom Strong written and oral communication Ability to learn and troubleshoot custom applications Non-Technical Requirements: Great “people skills” with demonstrated ability to communicate with a wide variety of end users including many that have little or no “technical” skills. The ability to listen to the end user and understand their needs and perspectives. Sense of urgency in supporting the end user – returning the ability for them to perform their job. Hardware: The successful candidate will be working remotely as part of a larger team. While the Client will provide a company laptop, there are some physical needs that the candidate will need to provide. Secure/quiet location to work Personal high speed internet connection (no hot spots or public internet locations) Cell phone with good reception Speakers/Mic to ensure quality audio during conversations, a USB headset will also be provided.
Requirements
- 1-2 years of helpdesk / call center experience
- 1-2 years of experience working with “help desk ticketing tools” i.e. Service Now
- Experience supporting Work from Home end-users
- Experience working remotely yet as a team member
- Ability to troubleshoot common Windows related issues
- Working knowledge of Active Directory
- Working knowledge of Domain hierarchy
- Working knowledge of Microsoft Windows OS
- Microsoft Office Products including: Word, Excel, Outlook, PowerPoint
- Remote meeting software including: Microsoft Teams, Cisco WebEx, Zoom
- Strong written and oral communication
- Ability to learn and troubleshoot custom applications
- Great “people skills” with demonstrated ability to communicate with a wide variety of end users including many that have little or no “technical” skills.
- The ability to listen to the end user and understand their needs and perspectives.
- Sense of urgency in supporting the end user – returning the ability for them to perform their job.
- Secure/quiet location to work
- Personal high speed internet connection (no hot spots or public internet locations)
- Cell phone with good reception
- Speakers/Mic to ensure quality audio during conversations
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
