Service Desk Analyst

Summary

Join Fleetworthy as a Service Desk Analyst and leverage your expertise in hardware, electrical systems, and schematics to provide technical support for government client systems across the US and Canada. You will be responsible for investigating and resolving incidents, escalating issues as needed, and ensuring proper documentation. This role requires previous engineering support experience and a relevant training, certification, or degree. You will collaborate with field service technicians and internal groups, utilizing your critical thinking and troubleshooting skills to deliver exceptional customer experiences. The position offers a competitive annual salary and the opportunity to deepen your knowledge in innovative technologies. The company values teamwork, trust, innovation, and a growth mindset.

Requirements

• Training, certification and/or degree in Electrical Engineering, Electrical Systems or related
• Previous experience in a technical support role
• Demonstrated success managing multiple deadlines and demands and working under pressure
• Self-motivated, detail-oriented, and able to work independently
• Willing to work an on-call shift (evenings, weekend) on a rotational basis monthly
• Current passport and eligible to travel between the US and Canada

Responsibilities

• Remotely investigate incidents submitted through our incident management system or the Service Desk phone queue
• Analyze issues, categorizing their severity (Tier 1, 2, or 3), and determining the urgency of resolution
• Escalate incidents to additional support groups if unable to resolve them according to our standard operating procedure workflow
• Ensure that all parties involved document tickets before marking them as fulfilled in the system and following up with the respective party, as necessary
• Provide technical support for our government client systems
• Monitor the progress of issue resolution and ensure that customer needs are met
• Identify, diagnose and triage hardware and software issues
• Coordinate system maintenance and upgrade schedules
• Perform calibrations

Benefits

$60 000 USD annually