Avon Lake, Ohio, 44012
Job description
Job Summary
The Service Desk Analyst is a vital role within our organization, responsible for providing first-line support to users experiencing issues with hardware, software, and other IT services. This position serves as the first point of contact for resolving technical problems, ensuring swift and effective assistance while maintaining a high level of customer service.
Responsibilities
- Serve as the primary contact for user inquiries and technical issues.
- Diagnose and resolve issues related to hardware, software, and network connectivity.
- Log and track incidents in the ticketing system, ensuring accurate documentation of all support requests.
- Provide guidance and instruction to users on basic troubleshooting steps.
- Escalate unresolved issues to the appropriate technical team or specialist.
- Maintain up-to-date knowledge of IT policies and procedures to assist users effectively.
- Contribute to maintaining a knowledge base for future reference and training.
Qualifications
- Proven experience in a technical support role or similar capacity.
- Strong understanding of computer systems, mobile devices, and other technology.
- Excellent problem-solving and analytical skills.
- Effective communication skills and a customer-oriented approach.
- Ability to work independently as well as part of a team.
- Familiarity with ticketing systems and remote support tools is advantageous.
Location
Work Arrangement
Remote
Hunter International Recruiting provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
