Support Desk Analyst
Support Desk Analyst
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1 Vacancy
Job Description
Job Title: Support Desk Analyst (US Citizens Only)
Location: Remote
We are currently seeking candidates who meet the following qualifications:
Key Responsibilities:- Respond to user queries via phone email or ticketing system promptly.
- Diagnose and resolve technical issues related to hardware software and network systems.
- Escalate unresolved issues to appropriate teams while ensuring proper documentation.
- Record and prioritize incidents in the ticketing system.
- Track monitor and follow up on incidents to ensure timely resolution.
- Provide root cause analysis and identify recurring issues for proactive resolution.
- Deliver a high level of customer service and maintain professionalism during all interactions.
- Educate users on selfservice tools and basic troubleshooting steps.
- Collect and incorporate user feedback to improve support services.
- Assist with user account setup password resets and permissions management.
- Monitor system performance and report abnormalities or outages.
- Perform scheduled maintenance updates and patches as required.
- Maintain accurate records of incidents resolutions and workarounds.
- Create and update technical documentation and user guides.
- Generate and present regular support performance reports.
- Associates or Bachelors degree in Information Technology Computer Science or related field (or equivalent experience).
- Experience in a technical support or helpdesk role.
- Proficiency in troubleshooting Windows/MacOS systems.
- Basic understanding of networking concepts (TCP/IP VPN DNS etc.).
- Experience with ticketing systems (e.g. ServiceNow Jira).
- Experience with Active Directory and Office 365 administration.
- Strong communication and interpersonal skills.
- Ability to work in a fastpaced environment and multitask effectively.
- Problemsolving mindset with a keen attention to detail.
- Certifications like CompTIA A ITIL Foundation or Microsoft Certified: Modern Desktop Administrator.
- Experience in scripting or automation (PowerShell Bash etc.).
- Experience with ITIL principles and best practices.
- Federal Experience is a plus.
- Required Security clearance.
If you meet these qualifications please submit your application via link provided in Linkedin.
Kindly do not call the general line to submit your application.
Employment Type
Full Time
