Service Desk Analyst - Remote - 2nd & 3rd Shift

K2 Services; United States; Remote; USD 36,000 - 39,000; Full time

Job summary

Join K2 Services as a Service Desk Analyst and kickstart your career in a dynamic Legal/IT environment! This role is fully remote, providing technical support to clients while offering a comprehensive training program. Ideal candidates are proactive team players with outstanding customer service skills, seeking to grow in a fast-paced and collaborative setting. Enjoy competitive compensation and diverse benefits including health insurance and a 401k match. Apply now!

Benefits

Comprehensive training program

Health insurance

401k matching

Flexible hours

Qualifications

• Service Desk Analyst position requires strong customer service skills and ability to work in a fast-paced environment.
• High School Diploma is mandatory.
• Experience with remote troubleshooting is advantageous.

Responsibilities

• Serve as first point of contact for technical support via phone, email, and chat.
• Provide troubleshooting and technical assistance for hardware and software issues.
• Maintain detailed ticketing for customer requests.

Skills

Customer service skills

Multi-tasking

Verbal communication

Written communication

Problem-solving

Education

High School Diploma or equivalent

Tools

Intune Mobile Device Management

Job description

Service Desk Analyst - Remote - 2nd & 3rd Shift

Jumpstart your career in the dynamic Legal/IT sector with K2 Services as a Service Desk Analyst!

We offer a comprehensive training program to every incoming Service Desk Analyst to be successful in supporting our law firm clients.

K2 prepares you to work in a fast pace, agile, customer service-oriented environment while working collegially and collaboratively with a world-class Service Desk team.

Career opportunities abound both within the Service Desk Department as well as more hands-on engineering roles for those looking for a more technical tract.

The position comes with a full array of benefits, health insurance and matching 401k, and many more perks.

This opportunity is remote! The first week will be spent with our dedicated Service Desk Training team Monday through Friday 9:00 AM to 5:30 PM CST before moving to their working shift schedule.

• We are looking for candidates who are able to work After Hours:2nd & 3rd Shift (2 pm-10:30 pm or 10 pm–7:30 AM CST) Monday through Friday as well as Saturday & Sunday.
• Compensation starts between $36k-$39kannual with a 10% Shift Differential.

TheService Desk Analystprovides technical support related to computer systems, hardware, or software via telephone, email, and chat tools. This position is fast-paced and multi-task intensive, requiring quick decision-making and top-notch customer service skills.

Essential Duties and Responsibilities

• Serve as the first point of contact to customers seeking help for hardware, software, network, or other technical and non-technical issues.
• Provide over-the-phone, email, and chat support.
• Identify, diagnose, and resolve all customer issues by using documented troubleshooting items such as a knowledge base, previously reported issues, colleague experience, or connecting the customer to an escalated level of support to properly resolve their issue.
• Use of screen sharing and remote-control tools to properly vet, collect and evaluate the customer’s reported issue.
• Properly ticketing all customer requests with detailed information regarding the issue reported. Service Desk Analysts are expected to provide accurate, descriptive, and complete information in all tickets to successfully relay informationback to the customer or other support team members.
• Maintain a regular and reliable level of attendance.

Knowledge Skills and Abilities

• High School Diploma or equivalent.
• Strong verbal, written, and typing skills.
• Excellent customer service skills, efficiency, multi-tasking skills, and patience are key to any Service Desk Analyst’s success.
• Dependable team player who works collaboratively and cooperatively with others in a team-oriented environment.
• Ability to act independently and make decisions within the scope of the position’s responsibilities.
• Always display the utmost professionalism with team members as well as end-users.·Ability to function well in a high-paced and at times stressful environment.
• Ability to think strategically and analytically to troubleshoot and resolve issues quickly and/or provide successful alternative methods until a permanent resolution can be found.
• Proactive with the ability to identify, define, and perform remote troubleshooting of computer/technical issues through remote control tools while asking pertinent questions.
• Exhibit a high degree of initiative, follow-through, and critical-thinking skills with the ability to manage multiple priorities in a demanding, fast-paced, meticulous work environment, and make decisions based on the results of research.

Requirements

Prolonged periods of sitting at a desk and working on a computer

Will require Intune “Mobile Device Management” software installed on a personal device(s)

K2 SERVICES IS AN EQUAL OPPORTUNITY EMPLOYERDiversity and inclusion matter to us here at K2 Services Associates. We celebrate our differences and advocate an environment where everyone feels included. We are proud to be an equal opportunity employer – and celebrate our employees’ differences, including race, color, religion, sex, national origin, citizenship, marital status, sexual orientation, gender identity, age, disability, Veteran status, or any other protected group status. Our differences make us better, stronger, and more successful. Equal employment opportunity extends to all aspects of the employment relationship, including hiring, transfers, promotions, training, terminations, working conditions, compensations, benefits, and other terms and conditions of employment.

Are you authorized to work in the US?* Yes No

Please let us know if you learned about us on a job board (which one) via an employee referral, or a friend of a friend or any certification program.

The following questions are entirely optional. To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more .

I consent to be contacted over SMS/Text for this job.