Technical Support Specialist
7 days ago
This is a Service Desk Analyst role that provides timely and accurate technical support to all clients. The analyst will work with applications/systems to undertake analysis, diagnosis, and resolution of problems ranging from straightforward to more complicated technical issues.
About the Role- The Service Desk Analyst provides technical support for Netrix clients through response to incoming calls, instant messaging, and email queues.
- Incidents and requests are documented into the ITSM system of record.
- Tickets generated by monitoring systems for critical infrastructure problems are monitored, troubleshooted, and escalated following the proper escalation process.
- The Service Desk Analyst utilizes the Knowledge Base to research, resolve, and respond to incidents and requests in a timely manner.
- Accurate troubleshooting and creative solutions are provided to user problems of basic to moderately complex nature to ensure customer productivity.
- A college degree or equivalent experience is preferred.
- Excellent oral, organizational, and written communication skills are required.
- A minimum 1-3 years experience in a Help Desk/Service Desk or other IT role is necessary.
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