Tier 1 Service Desk Analyst

Job Summary

A company is looking for a Tier 1 service desk professional for a remote position with CST hours.

Responsibilities:

• Answering and resolving service desk tickets in the Salesforce ticketing system
• Assisting with account unlocks and password resets in various systems
• Communicating with end-users via email, phone, IM
• Fully documenting all work within Salesforce tickets
• Escalating tickets to the next level support if outside of assigned duties

Required Qualifications:

• Knowledge of Active Directory, unlocking accounts, and resetting passwords
• Knowledge of service-desk ticket processes (documenting, communicating, resolving, etc)
• A customer-focused attitude with the desire to provide the best service possible while resolving account issues
• Quick learner, able to handle new and changing IT tasks quickly and efficiently