Help Desk Analyst

Job Summary

To support a diverse business process environment, the full-time Help Desk Analyst will manage inbound calls, emails, and tickets while providing remote troubleshooting for network connectivity and device issues in a hybrid setting.

Key responsibilities

• Process and resolve inbound telephone calls, emails, and tickets as assigned
• Interface with outside vendors to assist in customer support related to outages and telecom issues
• Document and escalate incident tickets utilizing the Service Delivery Tool (Service Now)

Required qualifications

• A+ Certification and Network+ Certification
• 3 years of Help Desk experience (Tier 1)
• Experience with troubleshooting LAN/WAN and desktop issues
• Ability to work independently and think critically
• Proficient in documenting incidents and managing service requests