Helpdesk Analyst I

About the role

#LI-CR2 #LI-Remote

Essential Functions and Primary Duties

React to level 1 service issues, including troubleshooting O365, password resets, internet connectivity, servers, workstations, email, and software applications

Escalate problems to the appropriate engineering disciplines within the organization or external vendors as required to achieve resolution

Provide superior customer service by being courteous, knowledgeable, and professional

Respond to and log all inquiries received from clients via telephone, email, or client portal

Create properly formatted tickets on all inquiries in ticket management software

Keep well documented and updated case notes on all tickets daily

Create and maintain client-related documentation

Preferred Qualifications

2+ years experience in a Service Desk / NOC (or similar) environment

2+ years supporting and troubleshooting Active Directory, Microsoft Windows desktop and server platforms, Azure and O365

2+ years supporting and troubleshooting network connectivity issues

2+ years’ experience – Mobile Device Support

1+ years’ experience - Server Hardware Technologies Support

1+ years’ experience - Corporate Antivirus Support, VPN Connectivity Support

Knowledge and experience using a ticketing system such as ConnectWise Manage

Knowledge and experience with Layer 1, 2, and 3 troubleshooting

Knowledge and experience with Office 365 Email

Knowledge and experience with patching desktop systems

Professional level verbal and written communication skills

Exceptional customer service and phone etiquette skills

Ability to work on multiple, concurrent tasks and adapt to shifting priorities.

Minimum Qualifications

High School Diploma or GED equivalent required

Proficient use of applicable technology

Ability to follow technical instructions and guidelines

Able to work in a team environment

Demonstrated ability to communicate verbally and in writing throughout all levels of an organization, both internally and externally

Ability to travel as required by business and on-call availability

Able to lift up to 50 lbs

Posting text as published by Ebez.

The evidence behind this listing

Workplace

Remote Employer field

Seniority

Not established

Employment type

Not established

Location as listed

United States

Pay and work authorization

Stated pay

Not stated

Visa sponsorship

Not stated

Security clearance

Not established

Citizenship

Not established