Service Desk Analyst Level 1

3 weeks ago

Cincinnati, United States Kinettix Inc. Full time
Job DescriptionJob Description

1099 Independent Contractor

Part-Time: at most 27 hours per week

Shift Schedule: Weekend (Friday to Monday), Night Shift Coverage (7 am to 7 pm), 9 hours per shift with a 1-hour break

To support AWS, Azure, O365 and customer desktops, an L1 Service Desk Analyst should possess the following skills:

Technical Skills:

Familiarity with cloud computing services like AWS (Amazon Web Services) and Azure. This includes knowledge of cloud management, cloud security, and cloud application development.

Expertise in Microsoft Office 365 products and services, including Exchange, SharePoint, and Teams.

Understanding desktop operating systems (e.g., Windows, Mac, Linux), software applications, and remote desktop support.

Basic knowledge of network troubleshooting, including an understanding of TCP/IP, DNS, and VPN.

Knowledge of ITIL processes and service management tools for ticketing, incident management, and problem management.

Problem-Solving Skills: Ability to diagnose and troubleshoot technical issues, including problem recognition, research, isolation, and resolution steps.

Customer Service Skills: Patience and understanding when dealing with users, ability to manage expectations, and commitment to resolving user issues effectively.

Organization Skills: Ability to prioritize tasks, manage time effectively, and maintain attention to detail.

Continuous Learning: The IT field, especially areas like cloud services, is always evolving. It's essential for an analyst to be committed to continuous learning, and staying updated with the latest technologies and best practices.

Teamwork: Often, L1 analysts need to work in a team and collaborate with other IT professionals, so good teamwork skills are important.

Certifications: While not always necessary, certifications such as Microsoft Certified: Azure Fundamentals, AWS Certified Cloud Practitioner, or a certification in ITIL can demonstrate a candidate's commitment and expertise.

Mandatory requirements for Outsourcing staffing:

  • Must be US-based.
  • Must have excellent phone skills.
  • Must have strong troubleshooting skills
  • Must be able to follow documented processes.
  • Must utilize the client's ticketing system (Autotask).
  • Must utilize the client's call management system (Dialpad).
  • Must utilize DatttoRMM for customer support.
  • Must be able to scale up as the client's business demand grows.
  • Must have a lead for shift handoff.
  • Must perform and pass background checks.
  • SOC2 compliant.
  • Must pass financial assessment by our Contracts team.
  • Must be able to support 100 tickets per weekend *** This doesn't include ticket touches for updates and time spent with MS on calls***


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