IT Service Desk Analyst

Ability to work 6am-4pm CST/7am-pm EST, Wednesday - Saturday. 2+ years experience in an IT role OR 2 or 4 year degree with some experience. Working Active Directory knowledge (user accounts, password resets, distribution lists, user provisioning). Working knowledge of Office 365 Admin. Proficiency with spam, malware, and third-party email security applications. Ability to juggle tasks and handle shifting priorities. Excellent judgment and ability to operate with little oversight. Resourceful, responsive, and conscientious technical ability. Excellent communication skills (written and verbal). Strong ability to guide users through fixes and explain concepts. Must pass all required background checks. Must be compliant with legal or company regulations for working in the industry. Must possess valid driver’s license. Must possess reliable internet access. Must be a minimum of 21 years of age.

Provide end-to-end customer support. Troubleshoot, install, and maintain devices (PCs, laptops, PoS, VoIP). Analyze and resolve incidents and requests. Log and track incidents and requests. Escalate unresolved calls. Create positive customer support experiences. Review documentation and training. Explain technical solutions to non-technical users. Share knowledge and learn continuously. Engage in vendor resolution process. Create and monitor alerts for major incidents. Provide support to the Service Desk Analyst team.