Position Title: Service Desk Analyst
We are seeking a dynamic individual to join our team as a Remote Support Specialist. In this role, you will provide level one support by promptly responding to incoming calls from Resolution Center phone queues, self-service ticket submissions, and various other communication channels. Your primary focus will be to assist clients with a range of technical issues, including but not limited to personal computers, peripherals, printers, telephone services, cellular services, Active Directory, Google accounts, VPN, and standard agency desktop applications.
**Responsibilities:**
- Provide timely hardware, software, voice, and network help desk support to all agency personnel through multiple communication channels.
- Assist new users, configure desktops remotely, and troubleshoot standard software issues.
- Serve as the primary customer contact for the status of assigned tickets until resolution, ensuring excellent communication throughout the process.
- Escalate and properly route incidents and requests that cannot be resolved by the Resolution Center/Service Desk.
- Create incident and request tickets accurately, including thorough documentation of customer interactions and actions taken.
- Participate in projects aimed at enhancing customer service, efficiency, and productivity of the Resolution Center/Helpdesk.
- Contribute to the creation, updating, and review of knowledge base articles based on common issues and customer feedback.
**Technology Skill Level and Experience Required:**
- Intermediate proficiency (2 years required) in Win10 PC's/Laptops, Gmail, Google Calendar, Google Chat/Meets, Google Workspace applications, Microsoft Office Products, VMWare/Azure Virtual Desktop Support, Cisco Any connect, Android/iOS, and Microsoft Active Directory.
- Minimum 2 years of experience in technical support and customer service (preferably in call centers).
- Advanced technical training (e.g., A+, Microsoft, Google, Hardware, Software, customer service) is preferred.
**Minimum Education Level:** Associate Degree or equivalent experience of 2 years or more in IT.
If you are passionate about providing exceptional customer support and have the required technical expertise, we encourage you to apply for this exciting opportunity. We offer a supportive work environment and opportunities for professional growth and development.
Employment Type: Full-Time
Salary: $ 21.00 Per Hour
