Remote Service Desk Analyst I – First-Line IT Support

Republic Services, Inc.; Winder (GA); Remote; USD 42,000 - 66,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Disability insurance

Life insurance

ESPP

PTO

Job summary

Republic Services, Inc. is seeking a Service Desk Analyst I to provide first-level end-user support and incident diagnosis for applications, endpoints, and infrastructure. You will be the single point of contact, document interactions, and route incidents to appropriate IT resources.

This remote role requires residence in Georgia and supports ongoing improvement of support processes. Key responsibilities include handling calls, emails, and chats, fulfilling service requests, diagnosing issues

Qualifications

• High School Diploma or G.E.D. required.
• Experience with supporting and troubleshooting modern IT endpoint hardware technologies and software products.
• Ability to communicate technical information to non-technical users.

Responsibilities

• Responds to incoming interactions via phone, email, self-service, or chat.
• Fulfills incoming service requests.
• Diagnoses and troubleshoots incidents with endpoint hardware, enterprise applications, locally installed software, and other industry standard technologies.
• Uses the IT Service Management tool to accurately document all incoming Interactions and resolutions.
• Escalates incidents as required and monitors resolution progress until the incident is resolved to the caller’s satisfaction.
• Keeps IT Service Desk team and management informed of any new support issues in a clear and timely manner.
• Researches support issues when resolutions are not readily attainable by checking available resources including, but not limited to, the IT Service Management tool, external knowledge bases, software manuals, and via collaboration with other team members.
• Works to consistently improve call handling, documentation quality, overall end-user experience, and resolution processes.
• Performs other job-related duties as assigned or apparent.

Skills

Communication skills

Customer service

IT knowledge

Education

High School Diploma or GED

Tools

ServiceNow

Job description

Republic Services, Inc. is seeking a Service Desk Analyst I to provide first-level end-user support and incident diagnosis for applications, endpoints, and infrastructure. You will be the single point of contact, document interactions, and route incidents to appropriate IT resources.

This remote role requires residence in Georgia and supports ongoing improvement of support processes. Key responsibilities include handling calls, emails, and chats, fulfilling service requests, diagnosing issues