Service Desk Analyst/TAC Analyst

4 weeks ago

Broomfield, United States Integrated Resources, Inc Full time
Duties:

Job Summary:
-Work assigned ticketing and chat queue. Respond to, diagnose, and support PC, server, applications, and hardware through discussion with users.
-Leverage knowledge base to improve and support first call resolution.
-Identify workarounds when needed and route more complex issues to the secondary and tertiary teams of support as required.
-Interact with network services, application support, and site support to restore service and/or identify and correct reported issues, as needed.
-Document and prioritize Service Desk tickets, chat, and emails, call accurately in the ticketing system and respond in a timely manner as guided by the department's Service Level Agreements.
-Support resolution of urgent issues, including paging appropriate experts to help resolve critical issues, as needed.
-Makes process improvement suggestions and recommendations.
-Assist with special projects as needed.
-Assist with training new analysts.
-The information above is for summary purposes and is not intended to be a comprehensive list of essential functions.
M-F Must be able to work 8-hour days between the hours of 6AM - 5:30PM MST

FULLY REMOTE
TEMP TO HIRE POSITION
PAY RATE RANGE= (USD)22 - (USD)25

Skills:

Required Skills & Experience:
-At least (3) years of IT Service Desk or Helpdesk experience, required.
-Extensive (3+ years) customer service and troubleshooting skills, required.
-Strong familiarity with personal computers, required.
-Able to troubleshoot desktop issues.
-Customer Service Skills.
-Personal Computer knowledge.
-Help Desk knowledge.
-ServiceNow ticketing knowledge.
-Software Installation.
-Client connectivity - PingID, VPN, IP Softphone.
-Windows 10.

Preferred Skills & Experience:
-ITIL Foundations preferred.
-In-depth knowledge of Windows 10 operating systems, preferred.
-Familiarity with O365 preferred.
-Client connectivity - PingID, VPN, IP Softphone, preferred.
-Experience using ServiceNow ticketing system preferred.
-Software installation experience preferred.Learn More

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