Service Desk Analyst
RemoteUnited States
Job Summary
Provide timely tier one technical support to Netrix clients via calls, instant messaging, and email queues while documenting incidents and troubleshooting steps into the ITSM system of record. Diagnose and resolve basic to moderately complex technical issues, monitor ticket queues for critical infrastructure problems, and escalate issues following proper procedures. Manage user account creation, enforce security guidelines, and utilize the Knowledge Base to research and respond to requests in accordance with incident management processes. Collaborate with team members and clients to improve efficiency, participate in onboarding, and maintain open communication regarding unresolved problems and trends.
Required Qualifications
- Must be physically based within the United States
- Must be available for weekend shifts
- Must be available for Saturday or Sunday coverage
- Must be available for shifts that may change over time
- Must be able to work in a 24/7 Service Desk environment
- Must be able to work 8 hours/day 5 days a week or 10 hours/day 4 days a week
- Must be able to work at least three holidays per year
- Must be able to use personal mobile phone to utilize MFA to access Netrix systems
- Must be able to undergo a Biometric Background Check
- Minimum 1-3 years experience in a Help Desk/Service Desk or other IT role
- Excellent oral, organizational and written communication skills
- Experience with using and troubleshooting Outlook/O365 and Office applications within a network environment
- Basic knowledge of PC's, operating systems, applications, networks and hardware concepts
- Good analytical and problem solving skills
- Diagnosis skills of technical issues
- Ability to multi-task and adapt to changes quickly
- Self-motivated with the ability to work in a fast-moving environment
Desired Qualifications
- College degree, technical school, or equivalent experience preferred
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