Our Managed IT Services practice is looking to fill two Support Analyst I positions to support our clients computers and networks. Primary responsibilities will be handling support tickets, customer service, and documentation; with additional technical responsibilities added periodically. These entry-level positions are a great place to start your career in IT as we always promote internally where possible. Your work shifts will be arranged to provide coverage between 6am and 8pm Pacific time.
You Have (Requirements):
- A Diploma or Bachelors Degree.
- 2+ years of work experience in any field
- Excellent verbal and written communication skills with a customer service ethic
- Great phone personality
- A solid understanding of the troubleshooting process
- Ability to prioritize and triage incoming requests
- A robust desire to learn new skills and grow professionally
- Humility to ask for help when you re in over your head
- General familiarity with computers and modern operating systems
- Ability to work from home (Quiet environment, reliable power and internet)
- Ability to follow directions.
You Ideally Have (Preferred Qualifications):
- Familiarity with ticketing systems
- Specific knowledge of Windows and other Microsoft products
- Expertise in Microsoft Office
- Experience writing documentation
- Previous IT or call center experience
- Strong skills in using analogies to explain technical topics to non-technical users
You Will (Job Responsibilities):
- Provide first-touch for new trouble tickets submitted by our clients by email or phone.
- Own client communications for tickets as they pass through the ticketing system to resolution.
- Troubleshoot any and all technologies our clients use, including those which you have never seen before.
- Seek assistance from colleagues and experts to assist you with cases beyond your technical abilities.
- Proactively learn new technologies and train other staff members them.
