Help Desk Analyst

This position involves initial telephone inquiries and troubleshooting hardware/software/network problems within a ServiceNow ticketing system. The role focuses on documenting interactions, following SLAs, and escalating issues as needed. The team also provides support and guidance on incident management, performance monitoring, and coaching/training.

Requirements

• Experience in a technical support or customer service role preferred
• Bachelor’s degree, technical degree or certifications preferred
• Working knowledge of a variety of technologies including: Windows 7, Windows 8, Windows 10, desktop/notebook hardware, Windows Server and general networking technologies
• Basic knowledge of e-mail (Exchange/Office 365), Active Directory, ITIL, and Server hardware
• Energetic and self-starting mentality
• Strong English communication skills

Benefits

• Paid maternity and paternity leave
• Newborn, adoption and fertility assistance
• Additional PTO day
• Healthcare Plan
• 401(k) with employer match
• Bereavement leave
• Crossfuze Academy and LinkedIn Learning
• Family-friendly benefits