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Service Desk Analyst

5 months ago

Stow, United States AtNetPlus Full time

AtNetPlus is an information technology services firm providing our clients IT support, cybersecurity, 24/7 helpdesk support, on-site services, and system development.

We take pride in not only providing award-winning IT Services, but also going above and beyond for our clients. Our team of experts is always working hard to refine our solutions, ensuring they’re effective, efficient, and current. What genuinely makes us stand out is our enthusiasm for outstanding performance and our dedication to supporting our clients on their path to success.

AtNetPlus lives its core values: Collaborative, Respectful, Effective Communicator, Driven, and Supportive.  We hire candidates who exemplify these values, and we expect our staff to embrace these values to ensure we are delivering the best customer service possible. We strive to promote within. Due to our growth, we are seeking resources from outside the organization.

Are you an inquisitive, logical thinker who loves working with the latest tech? Pairing this with a customer-driven mindset and an appreciation for our values makes you a good candidate for our team.

We are currently seeking a full-time Service Desk Analyst in our Stow, Ohio office.

The Service Desk Analyst is the first line of support for our customers.  This position responds to customer inquiries and handles customer issues and will be responsible for escalating issues as needed for resolution and/or follow-up.

BELOW ARE SOME OF THE KEY RESPONSIBILITIES OF THIS POSITION:

  • Communicate with clients in a way that is professional and aligns with our Values.
  • Resolve customer issues and identify and escalate priority issues when needed.
  • Answer incoming technical phone calls, create tickets, and route the caller to the appropriate person, if needed.
  • Communicates proactively and works cooperatively with the Service Coordinator.
  • Goes onsite when needed to resolve a customer issue.
  • Complies with the Client Solutions' Expectation Summary.
  • Assist the Account Management Team when needed.
  • Gather/document relevant technical information for the Escalation Team as needed.

Requirements

  • Must be very familiar with the following technologies:
    • Networking Infrastructure (+ Routers, Switches, Firewalls)
    • WAN
    • VPN
    • Windows
    • Active Directory
    • Group Policy Troubleshooting
  • Must have a valid driver's license, with ready access to an automobile with insurance.
  • Must have strong oral and written communication skills, learning skills, customer service orientation, problem analysis, problem-solving, adaptability, planning and organizing, attention to detail, and stress tolerance.                      
  • Most work is performed in an office environment, requiring many hours of sitting and close desk work.

Benefits

+ Flexible Work-From-Home Schedules

+ Competative Wages

+ Full Suite of Insurance Coverages (Medical, Vision, Dental, LTD, Life)

+ Company pays approx. 70% of primary medical insurance, and contributes to HSA

+ Short Term Disability (company paid) & Long Term Disability

+ Basic Life Insurance (Company Paid) and Voluntary Life

+ 401k Pension Plan with up to 4% Match and Immediate Vesting

+ 15 Days of PTO to Start & 9 Holidays Per Year

+ Training/Certification Reimbursement

+ Tight-knit Team Environment

+ End of the Year Discretionary Bonus

+ Cell Phone Allowance

+Career Pathing and Growth Opportunities