Service Desk Analyst

Triwill Group; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

Netrix Global is hiring a Service Desk Analyst I for a remote United States based role. You will provide tier one technical support via calls, chat, and email, document incidents in ITSM, and escalate when needed.

You will monitor queues, manage user accounts, and ensure timely incident resolution while delivering strong customer service and knowledge-based solutions.

Qualifications

• Minimum 1-3 years experience in a Help Desk/Service Desk or IT role.
• Experience with Outlook/O365 and Office applications in a network environment.
• Strong written and verbal communication skills.
• Ability to multi-task in a fast-paced environment.

Responsibilities

• Provide timely and accurate tier one support via calls, chat, and email queues.
• Document incidents and requests in the ITSM system with steps and results.
• Monitor tickets and perform troubleshooting; escalate as needed.
• Create user accounts and access rights for clients when applicable.
• Deliver exceptional customer service and maintain relationships.
• Educate clients on system operations and applications.
• Use knowledge base to resolve incidents and requests promptly.
• Resolve basic to moderately complex issues to keep users productive.
• Manage incident progress with follow-ups for timely resolution.
• May provide onsite support at customer locations when required.
• Participate in ITIL-based onboarding and process improvements.
• Write or update technical docs for the knowledge base.
• Collaborate with teams and clients for training and improvements.
• Be flexible to work shifts, holidays, and MFA requirements.

Skills

Help Desk

Customer service

IT support

Troubleshooting

Time management

Communication

Education

College degree or technical training

Tools

Outlook/O365

Office suite

Job description

About The Opportunity This Service Desk Analyst position is a remote United States based role for future needs for all shifts. Netrix Global is seeking Service Desk Analyst I will provide timely and accurate tier one technical support to all clients generated from calls and emails, as well as ticket escalations and assignments from management. They will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of all problems, which may range from straightforward to more complicated technical issues. This position requires the Analyst to clearly record information, accurately assign priorities, and resolve or dispatch tickets to the resolver team. Analysts will be responsible for managing their time appropriately, monitoring multiple assignment queues, their personal queue of open tickets, and continually follow up to ensure timely incident resolution and customer satisfaction. Optimal candidate will have two years’ experience working in a fast‑paced technical service desk environment with a proven track record of having excelled in maintaining high first‑call resolution rate and exceeding performance metrics for utilization, occupancy, and ready time in queue.

How You Will Make An Impact

Service Delivery

Provide timely and accurate tier one technical support for Netrix clients through response to incoming calls, instant messaging, and email queues.

Document incidents and requests reported from the client, the troubleshooting steps performed with their corresponding results accurately and simultaneously into the ITSM system of record.

Monitor tickets generated by monitoring systems for critical infrastructure problems; perform troubleshooting to diagnose issues, and elevate issues following the proper escalation process.

Monitor and enforce system security guidelines for all clients.

Create user accounts and access rights for clients when applicable.

Provide exceptional customer service to all clients.

Proactively support and maintain effective user relationships by educating clients on system operations and applications.

Utilize the Knowledge Base to research, resolve, and respond to incidents and requests received in a timely manner, in accordance to incident management processes.

Provide accurate troubleshooting and creative solutions to user problems of basic to moderately complex nature to ensure customer productivity.

Manage the incident process for all open incidents by following up with assigned support personal and/or the affected user to ensure timely incident resolution and customer satisfaction.

May include User Account Management projects/tasks as needed.

May be requested to provide onsite support at customer location as required.

Process Improvement

Acquire and maintain knowledge of ITIL best practices for incident management.

Participation in the proper onboarding and training of new employees.

Write or update technical documentation to be included in the knowledge base for all team members supporting the client to benefit from knowledge acquired.

Participate in team projects that enhance the quality of efficiency of the Service Desk.

Absorb feedback from management, the Quality Assurance Program and monthly KPI metrics.

Communication

Communicate problem trends and unresolved problems to other Service Desk staff and management, including escalation using the designated escalation process.

Monitor Netrix corporate email regularly throughout the work shift to maintain current knowledge of internal and customer maintenance and outage scheduling, changes to processes and procedures and other distributed information.

Regularly participate in Microsoft Teams discussion groups/Teams and contribute to the conversations.

Collaborate with other Netrix support professionals to resolve client issues.

Collaborate with client(s) and Netrix personnel for training and process improvement purposes.

Keep an open mind, positive attitude and contribute to the team comradery to effectively meet goals and expectations.

Miscellaneous

Work at least three holidays per year to provide required coverage of customer contact queues.

Employees must use their personal mobile phone to utilize MFA to access Netrix systems.

This position might require a Biometric Background Check based on customer need.

What You Will Bring To The Table

• Must be physically based within the United States.
• College degree, technical school, or equivalent experience preferred.
• Excellent oral, organizational and written communication skills
• Minimum 1-3 years experience in a Help Desk/Service Desk or other IT role.
• Experience with using and troubleshooting Outlook/O365 and Office applications within a network environment (permissions, calendar sharing, delegation, administration)
• Basic knowledge of PC's, operating systems, applications, networks and hardware concepts.
• Good analytical and problem solving skills.
• Diagnosis skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• Self-motivated with the ability to work in a fast-moving environment.

Location

US Remote

Work Hours/Shift

Work shift and exact hours would be discussed and agreed to during the interview process, shifts can be 8 hours/day 5 days a week, or 10 hours/day 4 days a week depending on business needs and candidate state residence. This is a 24/7 Service Desk environment and shifts may change over time, as well as require Saturday or Sunday coverage in an ongoing basis.

About Us

At Netrix Global our values are the philosophies and principles that live by. They support our vision, help us achieve our goals and commit us to a common purpose. We Own Outcomes, Win Together, Make An Impact, Enjoy The Journey, and Respect All! Netrix Global is a mission-driven organization with the goal of providing the people, processes, and technology needed to run and scale modern, data-driven businesses that are always on and always secure. Our breadth of capabilities allows us to provide holistic offerings that solve even today’s most complex business challenges, delivering to you an integrated, optimized, and future-proof solution. We work with clients of all sizes and specialize in solutions for healthcare, manufacturing, government, education, financial services, and legal industries. Netrix is consistently ranked in the CRN VAR500, detailing the country’s top system integrators. At Netrix, we’re driven to solve business problems with innovative technology solutions. We focus on end-users and are committed to client satisfaction.

What You Can Expect From Us

We offer a competitive compensation package, comprehensive group benefits to meet the needs of you and your family, flexibility, and time off when you need it, and a casual work environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, disability, veteran status, or any other protected characteristic. Our hiring, promotion and compensation processes are based on merit, skills, and qualifications, to ensure a fair and unbiased approach for our candidates and employees. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you need a reasonable accommodation, please let us know by contacting NetrixHR@Netrixglobal.

To learn more about Netrix Global please go to www.netrixglobal.com