IT Support Analyst

Upic Solutions; Cincinnati (OH); Remote; USD 35,000 - 50,000; Full time

Job summary

Upic Solutions is seeking a Help Desk Support member to assist customers in resolving technology issues across various channels. This role emphasizes exceptional customer service, strong technical skills, and teamwork, providing a meaningful contribution to our organization. The position offers the flexibility of remote work with occasional travel requirements.

Qualifications

• Exceptional communication skills, both oral and written.
• Experience with Microsoft Windows, 365, and Mac OS is required.
• Ability to work independently in a fast-paced environment.

Responsibilities

• Respond to customer technology questions via phone, e-mail, and tickets.
• Support governance, regulatory, and compliance needs.
• Proactively identify and resolve customer issues.

Skills

Communication

Troubleshooting

Customer service

Detail-oriented

Education

High school diploma or equivalent

Tools

Microsoft Windows

Microsoft 365

Mac OS

Remote Monitoring and Management software

Active Directory

Zoom

Microsoft Teams

Job description

Position Overview

We are looking for a friendly problem solver, passionate about helping other people. As a member of the Upic Solutions Help Desk, you will be part of our front-line team. United Way team members communicate with us by phone, ticket and email, looking for knowledgeable solutions to problems impacting their day. The expertise you provide will have impact beyond the individual you directly assist, as we are part of a team making a difference in communities around the country. This is a remote or in-office position. One week of travel anticipated annually.

Responsibilities

• Respond to customer technology questions and issues across multiple channels, including phone, e-mail and tickets remotely. Committed to being responsive to our customers and providing a friendly ear.
• Support governance, regulatory and compliance needs by following documented policies and procedures.
• Provide continuous feedback into processes for improvement.
• Ask educated questions and listen to customers to determine root cause of issues and then resolve them.
• Constantly grow and expand your knowledge and skills to improve Upic as a company and yourself as an individual.
• Proactively identify, document, and mitigate risk for Upic and our customers.
  
  

Desired Skills & Experience

• Ability to work independently as well as part of a remotely managed and operated team in a fast-paced environment.
• Highly motivated self-starter with a drive for continuous improvement, and strong attention to detail.
• Team player who possesses a desire and ability to work in a customer-oriented technology environment.
• Exceptional communication skills, both oral and written, coupled with excellent listening skills and a positive and energetic phone presence.
• Experience with Microsoft Windows Desktop and Server, Microsoft 365 and Mac OS required.
• Desire and motivation to learn more technology, including Remote Monitoring and Management software (ConnectWise Automate, Zendesk, etc.), conferencing tools (Zoom, Teams, etc.), Remote Desktop, Active Directory, Tablets/Phone/Desktop setup, antivirus tools, internet and LAN troubleshooting (DNS, DHCP, etc.), and general troubleshooting of common desktop/network peripherals.
• Prior training or experience in a help desk environment is a plus but not required.
• A high school diploma or equivalent is required.