Remote Service Desk Analyst — Tech Support & Customer Success

Parasol Alliance; Watertown (WI); On-site; USD 52,000 - 66,000; Full time

Benefits offered by this job

Cell phone/internet reimbursement

Medical, dental, vision, and 401K

Paid time off

Certification reimbursement

Job summary

Parasol Alliance is seeking a Service Desk Analyst to provide end-to-end support for client tickets, primarily remote with onsite duties as needed. The role requires strong communication and customer service skills, and experience with enterprise systems.

Responsibilities include first- and second-line support, hardware/software on-site, ticket documentation, and adherence to SLAs. The position is fully remote with an alternating weekly onsite schedule and benefits supporting a healthy work-life

Qualifications

• At least three years of level one support in an enterprise environment.
• Experience with Active Directory, Microsoft Office, Windows OS, Exchange.
• Excellent communication and customer service skills.
• Healthcare experience preferred; background checks and TB test may be required.
• Onsite schedule is 5 days per week, every other week.

Responsibilities

• Level 1 support for all client tickets.
• Level 2 support when possible, by ability.
• Onsite support of hardware and software.
• Vendor contact as required to resolve tickets.
• Ticket resolution as per the client service level agreement.
• Detailed documentation within service tickets on issue steps and resolution.
• Excellent customer service on the phone, via email and in person.
• Ability to follow company process and procedures.
• Onsite schedule is 5 days per week, every other week.

Skills

Customer service

Communication

Self-motivated

Tools

Active Directory

Microsoft Office

Windows OS

Exchange

File shares

Printers & copiers

Phone systems

Job description

Parasol Alliance is seeking a Service Desk Analyst to provide end-to-end support for client tickets, primarily remote with onsite duties as needed. The role requires strong communication and customer service skills, and experience with enterprise systems.

Responsibilities include first- and second-line support, hardware/software on-site, ticket documentation, and adherence to SLAs. The position is fully remote with an alternating weekly onsite schedule and benefits supporting a healthy work-life