Service Desk Analyst
N
Netrix GlobalManaged Services
Remote United States based role, 24/7 Service Desk environmentFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 1-3 years
- Required Skills
- Troubleshooting
Requirements
- Minimum 1-3 years experience in a Help Desk, Service Desk, or other IT role.
- College degree, technical school, or equivalent experience preferred.
- Proficiency in troubleshooting Outlook/O365 and Office applications within a network environment.
- Basic knowledge of PCs, operating systems, applications, networks, and hardware concepts.
- Strong oral, organizational, and written communication skills.
- Analytical and problem-solving skills with the ability to diagnose technical issues.
- Ability to multi-task, adapt to changes quickly, and work in a fast-moving environment.
- Must be physically based within the United States.
- Willingness to work at least three holidays per year.
- Ability to work various shifts including weekends as required by the 24/7 service model.
Responsibilities
- Provide timely and accurate tier one technical support for Netrix clients through response to incoming calls, instant messaging, and email queues.
- Document incidents and requests, including troubleshooting steps and results, in the ITSM system of record.
- Monitor tickets generated by monitoring systems for critical infrastructure problems and perform troubleshooting.
- Enforce system security guidelines and create user accounts and access rights for clients.
- Utilize the Knowledge Base to research, resolve, and respond to incidents and requests in a timely manner.
- Manage the incident process for all open tickets by following up with support personnel and users.
- Collaborate with other support professionals and participate in team projects for process improvement.
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