IT Service Desk Analyst

Summary

Join SMASH, a tech talent agency connecting professionals in Costa Rica and Colombia with US companies, as a Service Desk Analyst. You will provide 1st-3rd tier support to 1,400+ end-users in a Microsoft Desktop environment. Responsibilities include installing, configuring, and troubleshooting computer systems and peripherals, managing service requests using ITIL methodology, and providing excellent customer service. This remote position requires 2+ years of experience in remote and desk-side user support and computer repair, along with specific skills and behaviors. SMASH offers benefits such as private medical insurance, an English academy, business skills coaching, and discounts on tech universities.

Requirements

• Works well as a member of a group
• Consistently introduces new ideas and demonstrates original thinking
• Capable of carrying out a given task with all details necessary to get the task done well
• Devoted to a task or purpose with loyalty or integrity
• Inspired to perform well by the completion of tasks
• Inspired to perform without outside help
• Inspired to perform well by having ample time to pursue work and interests outside of work
• Inspired to perform well by the knowledge that your job is safe
• 2+ years’ experience with remote and desk-side user support and computer repair
• Experience supporting and deploying Windows desktop OS, Mac OSX, Mobile Operating Systems (iOS, Android), and related technologies

Responsibilities

• Analyze, install, configure, troubleshoot, maintain, and repair computer workstations (wired and wireless), printers, scanners, mobile devices, and other associated peripherals
• Set-up new equipment and relocate existing equipment
• Configure and install new desktop systems and peripherals
• Install and maintain authorized software
• Provide front-line support to management, providers, and staff in relation to usage of computer, network, and peripheral equipment
• Using the Service Desk system, perform cradle-to-grave management of service requests, incidents, and problems using the ITIL methodology
• Manage user account provisioning and related tasks
• Provide excellent, professional technical support and customer service to end-users both in person, on the phone, and via web chat
• Evaluate each phone call and on-site visit to determine appropriateness of response and referral of IT staff based on need and severity
• Remain on-call in a rotating system, prioritizing each call and escalating calls based on importance
• Travel regularly via personal vehicle to various office locations to provide service
• Available to work occasional night and/or weekends
• Timely arrival for all scheduled work shifts. Employees must call prior to the start of shift to inform manager if they cannot report

Benefits

• Work from everywhere
• Private Medical Insurance
• English Academy for Employees and Relative
• Business Skills Coach – Certifications
• Discounts with Tech Universities
• Events and additional Perks