IT Service Desk Analyst
Pennsylvania, United States
The RoleÂ
The IT Service Desk Analyst will provide technical support to GTI staff. The successful candidate is a highly motivated, dedicated, personable, flexible, highly experienced IT team member who facilities support requests placed by our employees located in retail, cultivation, and offices. The candidate must be able to work independently on a team, and on multiple projects with minimal supervision.
This is a remote position. The ideal candidate lives in Pennsylvania.Â
Shift options:Â
Shift 1 Sunday, Monday, Tuesday, Wednesday 6 AM - 4:30 PM CST Shift 2 Wednesday, Thursday, Friday, Saturday 6 AM - 4:30 PM CST Shift 3 Sunday, Monday, Tuesday, Wednesday 3:30 PM - 2 AM CST Shift 4 Wednesday, Thursday, Friday, Saturday 3:30 PM - 2 AM CSTÂ
ResponsibilitiesÂ
- Troubleshoots IT related incidents from software to hardware, such Laptops, PCs, iPads, smartphones (iPhone, Android), printers and owning them to resolution.Â
- Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.Â
- Analyzes and resolves incidents and requests regarding use of application software or hardware.Â
- Logs and tracks incidents and requests from identification through resolution via ITSM tool (Freshservice).Â
- Escalates unresolved calls to appropriate internal staff or third-party vendorsÂ
- Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.Â
- Uses active listening to understand the problem the user is having and respond often times having to explain and translate technical solutions to non-technical usersÂ
- Assume role as a liaison between product vendor support and hosted clients
Qualifications Â
- 1+ year(s) experience in an IT role OR 2 or 4 year degree with some experience preferredâŻÂ
- Deep Active Directory knowledge. Creating and maintaining User Accounts, executing password resets, Creating Distribution Lists, in depth knowledge of user provisioningÂ
- Strong knowledge of Microsoft cloud based applications (Office 365 Admin Portal, Azure, SharePoint, Exchange, OneDrive, and Project)Â
- Proficiency with appropriately handling spam, malware, and third party email security applicationsÂ
- The ability to not only juggle tasks/projects, but also to handle shifting priorities at a momentâs noticeÂ
- Excellent judgement, able to operate with little oversightÂ
- Resourceful in your technical ability as well as responsive and conscientious to employee needsÂ
- Excellent communication skills, both written âŚ
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Must be 21 years or older Must be located in Pennsylvania
Benefits/PerksCompetitive pay Discretionary annual incentive program
Tasks- Create user accounts
- Handle customer inquiries
- Provide technical support
Active Directory Azure Customer service Exchange Freshservice IT Support Microsoft Office 365 OneDrive Problem-solving Project Management SharePoint Technical communication
Experience1 years
Education TimezonesAmerica/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9