Help Desk Analyst

Location: Remote (Anywhere in the US)

Work Hours: Monday-Friday

Job Description Overview: The Help Desk Technician (Remote) provides first-level remote support and reports to the Technical Service Desk Team Manager. Responsibilities include handling incoming phone calls, emails, and chats, utilizing knowledge bases and tools to resolve customer issues promptly, and conducting follow-ups for problem resolution.

Primary Responsibilities:

Responding to inbound incident requests within defined SLAs

Providing customer service via telephone, email, and chat with a focus on quick, competent, and patient responses

Identifying and verifying customer problems through effective questioning and listening skills

Problem-solving by gathering information, evaluating options, and offering solutions

Providing technical support for standard Windows Operating systems, Commercial Off the Shelf (COTS) software, Active Directory, password resets, and wired and wireless network support, including troubleshooting computers, printers, and connectivity issue.

Required Skills:

General technical skills including Windows 7, Windows 10, MS Office Suite, Exchange, Active Directory, networking (wired and wireless), and basic desktop and laptop hardware knowledge

Specific technical skills including basic knowledge of Multifactor Authentication (MFA), Single Sign-On (SSO), and mobile app usage

Excellent customer service skills with strong telephone etiquette, listening skills, empathy, sense of urgency, and enthusiasm

Excellent verbal and written communication skills for effective communication with end-users, peers, management, and clients

Demonstrated organization and work prioritization skills

Ability to work both independently and as part of a team

Flexibility and adaptability to a fast-paced environment with frequent changes

Experience using Remote Desktop Management (RDM) tools

Ability to determine incident criticality and escalate as necessary

Desired: Bilingual skills (English/Spanish)

Desired: Some experience with Apple MAC

Required Education: Technical School or College Degree

Required Years of Experience: 1 to 3 years of technical help desk or equivalent experience

Experience with remote tools, background security check required, and prior experience with software and hardware for mobile devices, desktops, workstations, notebooks, and printers

Experience with Microsoft Office (Outlook, Word, and Excel); familiarity with O365 is a plus

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