Help Desk Analyst (Tier I) Night Shift

Our Customer Support Center (CSC) is responsible for providing Tier I and Tier II IT support. It provides a Tier I single-point-of-contact (SPOC) IT Help Desk, which responds to all customer inquiries and provides end-to-end ownership (e.g., logging, tracking, resolution, and reporting) of Help Desk Incidents and Service Requests.

This position is Remote, Sunday - Thursday - 11:00PM to 8:00 AM EST with onsite training 

Summary of Major Job Functions:

• Resolve service requests and incidents for Tier I supported services
• Interact with customers over the phone, chat and through email
• Perform remote troubleshooting of customer issues
• Provision, modify and delete user accounts
• Escalate issues to management and Tier II as needed

Primary Responsibilities:

• Manage all incidents and service requests received via telephone, voicemail, email, portal, chat, and other approved contact method
• Resolve service requests such as password resets, PIN unlocks, install, and troubleshoot approved software, install drivers, create website unblock requests, salesforce requests and manage shared mailboxes and distribution lists within SLA Provision, modify and delete accounts in Active Directory
• Re-install pre-packaged software
• Identify and resolve incidents, and escalate to Tier II as needed
• Some Holiday work is required. We are 24 by 7, 7 days a week including holidays
• Develop and maintain standard operating procedures for the help desk
• Promote the adoption of self-service options across ITA

• High School Diploma
• Previous experience in an IT help desk role
• Proficient in Microsoft Windows, Office Suite, and
• Active Directory
• Ability to identify and solve customer issues quickly during first contact
• Ability to resolve level 1 Salesforce tickets
• Candidates may need to work weekends and holidays as needed
• Candidates must be able to pass a US Public Trust background check for badging and to access client systems.

Desired Skills & Qualifications

• Ability to interact at all levels of management internally, and with customers and suppliers
• Superior communication skills, both verbal and written
• Excellent follow-through
• Professional appearance
• Takes initiative and doesn’t need constant instruction
• Must be able to multi-task and manage time amongst clients
• Flexibility and ability to bounce between projects quickly

Additional Information:

• In order to meet the clearance requirements for this opportunity, candidates must be authorized to work in the US.
• All candidates will be subject to a complete background check to include, but not limited to Criminal History, Education Verification, Professional Certification Verification, Verification of Previous Employment and Credit History.
• Public Trust background investigations can take approximately four to eight weeks and requires fingerprinting.

Other Information:

• The salary for this position is $35,000 - $40,000 annually
• For information on SFI's benefits please visit http://www.spatialfront.com/pages/career.html
• This is a full-time W2 position.
• Please no agencies, third parties, or Corp-to-corp.
• Spatial Front Inc. is an Equal-opportunity Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
• Spatial Front Inc. participates in E-Verify.