Entry Level Helpdesk Support

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About the position

The Service Desk Analyst has a very wide array of tasks all surrounding in-bound contacts via phone calls, emails, and chats. This role is responsible for supporting end users with majority of locations based in USA. The calls vary from a very quick password reset that require very little effort, to mid-level troubleshooting to triage and/or resolve issues.

Responsibilities

  • Support end users with majority of locations based in USA.
  • Handle in-bound contacts via phone calls, emails, and chats.
  • Perform quick password resets.
  • Perform mid-level troubleshooting to triage and/or resolve issues.

Requirements

  • 1-2 years of helpdesk / call center experience
  • 1-2 years of experience working with “help desk ticketing tools” i.e. Service Now
  • Experience supporting Work from Home end-users
  • Experience working remotely yet as a team member
  • Ability to troubleshoot common Windows related issues
  • Working knowledge of Active Directory
  • Working knowledge of Domain hierarchy
  • Working knowledge of Microsoft Windows OS
  • Microsoft Office Products including: Word, Excel, Outlook, PowerPoint
  • Remote meeting software including: Microsoft Teams, Cisco WebEx, Zoom
  • Strong written and oral communication
  • Ability to learn and troubleshoot custom applications
  • Great “people skills” with demonstrated ability to communicate with a wide variety of end users including many that have little or no “technical” skills.
  • The ability to listen to the end user and understand their needs and perspectives.
  • Sense of urgency in supporting the end user – returning the ability for them to perform their job.
  • Secure/quiet location to work
  • Personal high speed internet connection (no hot spots or public internet locations)
  • Cell phone with good reception
  • Speakers/Mic to ensure quality audio during conversations

Benefits

  • Medical, dental & vision
  • Critical Illness, Accident, and Hospital
  • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
  • Life Insurance (Voluntary Life & AD&D for the employee and dependents)
  • Short and long-term disability
  • Health Spending Account (HSA)
  • Transportation benefits
  • Employee Assistance Program
  • Time Off/Leave (PTO, Vacation or Sick Leave)
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