Help Desk Analyst

Summary

Join DT Professional Services as a full-time, remote Help Desk Analyst! You will provide technical support via phone, chat, and web, resolving issues and requests for business and IT customers. You'll document problems, escalate complex issues, and maintain knowledge of products and services. This 100% virtual role requires strong communication skills and experience in an enterprise support environment. The company offers competitive compensation and a comprehensive benefits package.

Requirements

• High school diploma or equivalent is required
• 1+ year of technical experience in an enterprise support environment or equivalent education/technical certifications
• Flexibility to work within 18x7x365 support team

Responsibilities

• Provide basic service desk support for issues and service requests related to hardware, software, network/mainframe connectivity and application support within an enterprise support team
• Act as a representative of technical services to customers
• Initiate, escalate, and resolve incidents and/ or service requests
• Conduct timely 1st level problem determination for incidents using documented procedures
• Acquire and maintain up-to-date knowledge of relevant product/service offerings and support procedures to provide technically accurate solutions to customers
• Provide clear, concise, information through written and verbal communications
• Accurately document issues, steps taken, and results following quality guidelines
• Create a positive customer experience in every interaction

Preferred Qualifications

• Bachelor’s degree preferred
• Remote support (enterprise) experience preferred
• Contact Center experience preferred
• Experience with CompTIA A+, Network+, Microsoft Desktop Professional, ServiceNow, Device Manager and Active Directory preferred

Benefits

• Insurance benefits that include medical, dental, and vision coverage
• Life insurance
• Long & short-term disability
• 401(k) retirement plans (with employer match)
• Tuition & certificate reimbursement
• Paid time off (vacation/sick/holidays)