Frontline IT Support Desk Analyst (Remote Troubleshooting)

Infinite Computer Solutions; California; On-site; USD 50,000 - 70,000; Full time

Job summary

Infinite Computer Solutions seeks a proactive IT help desk specialist in the United States to identify and diagnose issues, advise customers, and guide them through solutions. You will handle inquiries via phone or email and provide clear troubleshooting steps.

Responsibilities include remote diagnostic troubleshooting, logging events, and informing customers as issues are resolved or escalated to higher support levels. This role emphasizes timely, accurate information delivery.

Responsibilities

• Identify and diagnose issues and problems.
• Categorize and record reported queries and provide solutions.
• Advise users on appropriate course of action.
• Monitor issues from start to resolution.
• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvemnt

Job description

• Identify and diagnose issues and problems.
• Categorize and record reported queries and provide solutions.
• Advise users on appropriate course of action.
• Monitor issues from start to resolution.
• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvemnt