Help Desk

Aditi Consulting; Cameron Park (CA); Remote; USD 10,000 - 60,000; Full time

Job summary

A technology services firm in California is seeking a Service Desk Support Analyst. This role involves providing remote support to users with IT issues while ensuring high-quality customer service levels. Candidates should have a bachelor's degree and at least 1 year of Service Desk experience. The firm values equal opportunities and encourages applications from all qualified candidates.

Qualifications

• Require at least 1 year of prior Service Desk experience.
• Experience in providing end-user support and training.

Responsibilities

• Provide remote support to users with technical problems.
• Diagnostics and troubleshooting of computers and network services.
• Provide metrics reports and updates to management.

Skills

High-quality Customer Service skills

Office 365 troubleshooting

Virtual Desktop Infrastructure troubleshooting

Education

Bachelor's degree or equivalent experience

Job description

Payrate: $25.00 - $27.00/hr.

The IT Service Desk delivers Customer Excellence Focused Support to end users by leveraging cutting-edge technology with IT Service Management products and self-service/automated solutions. The Service Desk Support Analyst will report to the IT Supervisor and provide remote support to users with technical problems and information technology issues involving personal computers and network services.

Responsibilities include providing support via telephone and chat, diagnostics and troubleshooting of computers, network services, and related peripherals. The analyst will also provide end-user support and general training in the use of various software packages and in-house developed software, as well as ticket status updates and metric reports to management.

Responsibilities:

• Provide subject matter expertise, thought leadership, guidance, best practice, and support across security and governance risk management functions.
• Provide support via telephone or chat, diagnostics, and troubleshooting of microcomputers, network services, and related peripherals to local and remote access users.
• Provide end-user support and general training via telephone and chat in the use of various software packages and in-house developed software.
• Provide case status updates and metric reports to management.
• Develop, document, implement, and audit standard operating procedures and customer service guidelines relating to remote IT support.
• Increase production standards.
• Increase CSAT goals.
• Assist with knowledge article creation.
• SME for critical business function/services.
• Other duties as assigned.

Preferred Qualifications and Experience:

• Require a bachelor's degree or equivalent experience.
• Require at least 1 year of prior Service Desk experience.

Required Skills:

• High-quality Customer Service skills.
• Office 365 troubleshooting.
• Virtual Desktop Infrastructure troubleshooting.

Preferred Skills:

• 1-2 year Help Desk experience.

We are an equal opportunities employer and welcome applications from all qualified candidates.