Type: Full-Time, 40 hours per week Schedule: 5-day work week; group provides support 7 days a week (5 am 9 pm PT). Note: Weekend shifts and flexibility are required during December April.
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Job SummaryWe are seeking a highly motivated Live Expert Service Desk Analyst to provide premier first and second-tier technical support to our internal employee community. This role is situated in a dynamic, fast-paced call center environment where support is delivered via phone, chat, and Slack. The ideal candidate possesses a strong technical aptitude for diagnosing complex issues combined with an unwavering commitment to high-level customer service.
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Key Responsibilities- Technical Troubleshooting: Remotely diagnose and resolve software, hardware, and connectivity issues, including peripherals and home network troubleshooting.
- Incident Management: Meticulously log all service contacts into ServiceNow and manage the lifecycle of incidents to ensure timely resolution.
- Systems Administration: Perform basic Active Directory administration (user and security groups) and assist customers with system/server access.
- Software & Security: Deploy and patch software using VMware and Ivanti; triage issues within encrypted and secured environments.
- Office 365 Support: Provide expert-level troubleshooting for Office 365 within a corporate network, specifically handling permissions, calendaring, and delegation.
- Documentation & Projects: Identify gaps in technical documentation, update Knowledge Base articles, and manage small technical projects from inception to completion.
- Customer Advocacy: Take full ownership of employee issues, performing root cause analysis and providing consistent status updates until resolution.
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Required Skills & Qualifications- Experience: Prior experience in a Service Desk or Desktop Support role is required.
- Technical Proficiency:
- Strong knowledge of Microsoft-based operating systems.
- Proven experience with Incident Management systems (ServiceNow preferred).
- Familiarity with VPN, wired, and Wi-Fi networking bound with Windows Active Directory.
- Soft Skills:
- Excellent interpersonal and communication skills, with the ability to explain technical issues in non-technical terms.
- Self-starter mindset with a passion for follow-through and detail-oriented problem-solving.
- Ability to work effectively both independently and within a cross-functional team.
Service Desk Analyst, Desktop Support, Tier 2 Technical Support, ServiceNow, Active Directory, Office 365, O365, Troubleshooting, Incident Management, VMware, Ivanti, Remote Support, VPN Troubleshooting, Network Support, Software Deployment, Root Cause Analysis, Knowledge Base, Customer Service, Slack, Technical Support Representative.
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