Product Support Analyst - Overnight Shift - Maintenance Monitoring Center - Lower Manhattan, NY

Freddie Mac; New York (NY); Remote; USD 50,000 - 70,000; Full time

Job summary

A leading company in IT Support Services seeks to hire a Help Desk Support professional. This fully remote position offers opportunities for career advancement within a growing team, providing effective communication and technical support to various clients. Candidates should have solid communication skills and a high school diploma, with IT support experience preferred.

Qualifications

• Outstanding verbal and written communication skills.
• Experience with help desk systems or equivalent.
• Basic proficiency in Microsoft Office.

Responsibilities

• Communicate technical requirements between teams.
• Perform real-time data analytics to identify issues.
• Monitor and address reported issues regarding tech.

Skills

Communication

Attention to detail

Customer service

Education

High school diploma or GED

Tools

Help desk tracking software

Microsoft Office (Excel, Word, Teams)

Job description

Employer Industry: IT Support Services

Why consider this job opportunity:
- Fully remote position after an initial two-week onsite training period in Lower Manhattan
- Opportunity for career advancement within a growing Help Desk Support team
- Competitive salary with shift differentials for overnight shifts
- Supportive work environment focused on collaboration and customer service excellence
- Chance to work with public sector and Fortune 500 clients on transformative projects

What to Expect (Job Responsibilities):
- Communicate technical requirements effectively between various teams, including lane technicians and system administrators
- Perform real-time data analytics to identify issues and ensure timely resolutions
- Monitor and address reported issues regarding hardware, software, and networking technologies
- Log and track calls while maintaining detailed records of problem documentation
- Provide remote support to Lane Technicians to ensure seamless system operations

What is Required (Qualifications):
- Outstanding verbal and written communication skills
- Experience with help desk systems or equivalent help desk tracking software
- Basic proficiency in Microsoft Office, specifically Excel, Word, and Teams
- High school diploma or general education degree (GED) required
- Attention to detail in communication and monitoring production system requirements

How to Stand Out (Preferred Qualifications):
- Post high school education in a technical or analytical field
- Experience in customer service or IT support roles
- Familiarity with data analytics tools or methodologies
- Ability to identify trends and recommend enhancements for performance improvement
- Experience working in a remote support capacity

#ITSupport #HelpDesk #RemoteWork #CareerOpportunity #CustomerServiceExcellence

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