Role : Service Desk Analyst (L1)
Location : Omaha, NE & Scottsdale, AZ & Kansas City, MO & Alpharetta, Georgia 30022
Type : Long Term Contract
Key Responsibilities
- User Support: Answer incoming calls, chats, and emails from users needing tech help.
- Incident Management: Log, track, and categorize all support requests using an IT service management (ITSM) ticketing system.
- Basic Troubleshooting: Fix common issues like password resets, printer connections, basic software installations, and VPN access.
- Escalation: Route complex or unresolved issues to appropriate Level 2/3 technical teams.
- Documentation: Record clear troubleshooting steps and update knowledge base articles.
Required Skills and Qualifications
- Communication: Clear verbal and written skills to explain fixes to non-technical users.
- Technical Basics: Familiarity with Windows, macOS, office productivity suites, and basic networking (Wi-Fi, TCP/IP).
- Experience: 2 to 4 years of experience in an IT support or customer service role.
- Certifications (Preferred): CompTIA A+, ITIL Foundation, or Microsoft equivalents.
- Work Style: Patience, problem-solving aptitude, and the ability to manage stress in a fast-paced environment.
Tekshapers is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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