Tier 1 Service Desk Analyst (100% REMOTE)

msp, help desk, tier 1, remote, desktop support, DaaS, hosting, remote support
Full Time
Depends on Experience
Travel not required

Job Description

100 % Remote position- will require participation with general support, answering inbound phone calls and chats quickly, ensuring our procedures are scripts are delivered consistently. Candidates will need to participate working rotating holidays.

Shifts available:

8:00am-5:00pm EST M-F

2:00pm-11:00pm EST M-F

All candidates must be able to successfully pass a background check. Rates are dependent on experience and certifications.

IronOrbit is a technology company focused on bringing turnkey solutions to our hosted and managed clients. Our newest service offering Workspaces is rapidly growing and we currently have new openings for our support team. We currently have openings for day, afternoon, and evenings. We have flexible scheduling, great benefits, and will pay for your technical certifications.

 We need well-established technically minded people who understand the importance of the customer experience. Experts that thrive working with the latest technologies. Business savvy professionals that understand the importance of building trust and maintaining relationships.

 As a Service Desk Analyst, you are responsible for investigating the client’s issues by analyzing the symptoms, finding the root cause, resolving level 1 issues, while maintaining client communications through the process. Having a friendly, professional attitude is a must! Work from home the role must be able to work independently with direction and guidance from your team leads and manager.

REQUIREMENTS:

  • Answering inbound phone calls in a call center environment and inbound chats quickly, ensuring our procedures are scripts are delivered consistently
  • Identify clients, collecting relevant information concerning requests and issues and create support tickets accurately
  • Assist clients requests and deliver basic/advance technical support
  • Provide friendly and helpful customer service as a first point of contact
  • Must have excellent verbal/written communication skills, as well as the ability to multi-task
  • Ability to work under pressure, organize and prioritize tasks based on ITIL priority matrix
  • Ability to meet individual KPI’s such as a 15 minute average talk time, tickets closed, utilization, and first call resolution
  • Other duties as assigned by management

QUALIFICATIONS:

  • 2+ years experience in a structured IT Support environment (10+ team)
  • 3+ years experience in Customer Service roles, can be outside of IT
  • Associate’s degree and 1+ CompTIA certifications a must
  • Expert level knowledge of networking, computing, peripherals, business applications like Quickbooks, Office, SAGE, etc
  • Experience with remote support tools and network diagnostic tools
  • STRONG ability to multi task and thrive in a fast paced environment
Dice Id : RTX1690fe
Position Id : 7519621
Originally Posted : 4 weeks ago
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