
Support Desk Analyst
Department:Technical Support
Type:REMOTE
Remote Region:USA
Location:United States
Experience:Associate
Estimated Salary:$50,000 - $75,000
Skills:
TECHNICAL SUPPORTTROUBLESHOOTINGWINDOWSMACOSNETWORKINGTICKETING SYSTEMSACTIVE DIRECTORYOFFICE 365SCRIPTINGITIL
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Job Description
Posted on: February 1, 2025
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 self-service 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.
Qualifications
- Associate’s or Bachelor’s 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 fast-paced environment and multitask effectively.
- Problem-solving 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.
Originally posted on LinkedIn
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