Remote End-User IT Support Analyst

Brooksource; Dublin (OH); Remote; USD 26,000 - 29,000; Full time

Job summary

Brooksource is seeking an Analyst, End User for a 100% remote role in the United States. The position pays $19-21/hr and focuses on delivering technical IT support to end users utilizing proprietary ordering applications.

You will be the first point of contact for incidents, document resolutions, and collaborate with internal teams to ensure timely problem-solving. Ideal candidates have at least 2 years in a Global IT Service Desk or Help Desk, customer-facing support experience, and familiarity

Qualifications

• 2+ years in a Global IT Service Desk or Help Desk environment.
• Experience supporting end users in a customer-facing technical role.
• Call center experience preferred.

Responsibilities

• Provide professional and positive technical support to customers via phone and ticketing systems.
• Troubleshoot and resolve issues related to customer ordering applications, login access, reporting tools, and system functionality.
• Answer questions regarding system procedures, online transactions, system status, and downtime processes.
• Escalate complex issues to Level 2 support teams when appropriate.
• Document incidents, resolutions, and customer interactions within the ticketing system.
• Partner with end users to understand business requirements and align technology solutions.
• Assist with password resets, account unlocks, and general user account management.
• Maintain service levels and follow established support processes and procedures.
• Deliver exceptional customer service while managing multiple requests in a fast-paced environment.

Skills

Troubleshooting

English communication

O365/Teams/OneDrive

ITSM tools

Remote work

Password resets

Independent work

IT certifications

Tools

ServiceNow

BMC Remedy

Job description

Brooksource is seeking an Analyst, End User for a 100% remote role in the United States. The position pays $19-21/hr and focuses on delivering technical IT support to end users utilizing proprietary ordering applications.

You will be the first point of contact for incidents, document resolutions, and collaborate with internal teams to ensure timely problem-solving. Ideal candidates have at least 2 years in a Global IT Service Desk or Help Desk, customer-facing support experience, and familiarity