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JOB DESCRIPTION
Position Summary/Objective
The Service Desk Analyst is responsible for technical support for internal and external employees and clients via email, phone and other methods. This position requires familiarity with a variety of the organizations concepts, practices and procedures, as well as proper experience and judgement to plan and accomplish goals.
Essential Duties/Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Primary Duties
- Assisting internal employees and external customers with technical issues.
- Update/manage/resolve internal tickets within the company’s incident tracking system and maintain all records as necessary.
- Accelerate complex cases to the Sr. Service Desk Analyst.
- Train, coach and advise employees on proper program usage and log in.
- Perform test and updates to programs as required.
- Collaborate with internal departments to ensure IT needs are met.
- This role requires participating in a rotating 24/7 on-call schedule to provide immediate support for critical system incidents during evenings, weekends, and holidays.
Competencies
- Detail oriented
- Effective Time Management
- Communication proficiency
- Ethical Conduct
- Problem Solving/Analysis
- Strategic Thinking
- Technical proficiency
- Ability to maintain confidentiality
- Critical thinking and evaluating
Required/Preferred Education and Experience
- Excellent technical skills with PC’s
- Familiarity with Microsoft Office Suite (i.e. Word, Excel, Outlook, Sharepoint, etc.)
- Direct experience working with contracts, policies, and/or regulatory agencies
- Excellent written and verbal communication skills
- Strong reporting abilities
- High School Diploma or GED
- Valid US Driver’s License
*What motivated you to respond to this role?
*What do you feel you are capable of achieving?
*How can we best reach you for a conversation this week?
***We only respond to people who invest the time in providing well-thought-out (non-AI) responses!
