Remote Help Desk Analyst – IT Incident & Support

TierPoint, LLC.; United States; A distancia; USD 20.000 - 29.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work

Pay transparency

Descripción de la vacante

TierPoint, LLC. is seeking an HDS Customer Service Analyst to deliver quality support across incident management, desktop support, and application help desk. You will be the first line of resolution and coordinate with specialists to ensure fast, accurate service for HDS customers.

The role requires a high school diploma, 0–1 year IT support experience, and strong communication. You will handle calls, open tickets, follow ITIL-guided processes, and monitor SLAs while documenting steps and

Formación

• High school diploma or equivalent.
• 0-1 years of technical and client support in an information technology environment.
• Familiar with components of a computer.
• Ability to type 45+ wpm.
• Strong written and verbal communication skills.
• Excellent interpersonal skills and ability to work in a team.

Responsabilidades

• Receives incoming calls to open a service ticket following ITIL.
• Navigate technical docs to determine troubleshooting steps.
• Dispatch service needs to appropriate providers.
• Understand client business impact on incidents and requests.
• Take ownership of incidents until resolution and closure.
• Monitor ticket queue to ensure SLAs are satisfied.

Conocimientos

Communication

Multitasking

Time management

Typing 45+ wpm

Thrives in fast-paced environments

Educación

High school diploma or equivalent

Herramientas

MS Office Suite

Windows OS

Active Directory

Descripción del empleo

TierPoint, LLC. is seeking an HDS Customer Service Analyst to deliver quality support across incident management, desktop support, and application help desk. You will be the first line of resolution and coordinate with specialists to ensure fast, accurate service for HDS customers.

The role requires a high school diploma, 0–1 year IT support experience, and strong communication. You will handle calls, open tickets, follow ITIL-guided processes, and monitor SLAs while documenting steps and