Service Desk Analyst I: End-User IT Support Pro

Associa; Richardson (TX); In loco; USD 42.000 - 62.000; Tempo pieno

Descrizione del lavoro

Associa is seeking a Service Desk Analyst to join our IT team and be the primary contact for end-users. You will provide first-level technical support via phone, email, and remote tools, troubleshooting a range of hardware, software, and network issues.

You will log incidents in the ticketing system, maintain a knowledge base, and escalate when needed while meeting SLAs and contributing to knowledge-sharing and process improvements.

Competenze

• 1-2 years of related work experience, AA degree, or technical training preferred or equivalent combination of education and experience
• Previous Service Desk or Call Center experience
• A+ Certified - Preferred

Mansioni

• Provide timely and effective technical support to end-users via phone, email, and remote tools
• Diagnose and resolve hardware, software, and network issues
• Log and track incident tickets in our ticketing system
• Maintain and update the knowledge base to improve troubleshooting efficiency
• Escalate complex issues to higher-level support teams when necessary
• Adhere to service level agreements (SLAs) and meet performance metrics
• Participate in team meetings, training sessions, and process improvement initiatives

Conoscenze

Customer service

Technical aptitude

Problem solving

Windows 10/11

Remote desktop tools

Formazione

AA degree or technical training

Strumenti

Ticketing system

Remote Desktop tools

Descrizione del lavoro

Associa is seeking a Service Desk Analyst to join our IT team and be the primary contact for end-users. You will provide first-level technical support via phone, email, and remote tools, troubleshooting a range of hardware, software, and network issues.

You will log incidents in the ticketing system, maintain a knowledge base, and escalate when needed while meeting SLAs and contributing to knowledge-sharing and process improvements.