Service Desk Analyst - 100% Remote Position
IronOrbit is a Gartner®-recognized Information and Communications Technology partner dedicated to helping businesses across major industries and verticals plan, deploy, and fuel digital transformations. Our subject matter experts produce innovative, comprehensive, customized, and industry-specific solutions that address some of the biggest technological challenges modern businesses face.
For over 25 years, IronOrbit has evolved into an industry leader that delivers specialized cloud services for an optimized experience and sustainable success. We specialize in GPU-Accelerated Cloud Workspaces powered exclusively by NVIDIA RTX GPU technology. IronOrbit is a future-ready organization, and were looking for someone to join our team.
As a Service Desk Analyst, you are responsible for investigating the clients issues by analyzing the symptoms, finding the root cause, resolving level 1 issues, while maintaining client communications through the process. Having a friendly, professional attitude is a must! Work from home the role must be able to work independently with direction and guidance from your team leads and manager.
Shift available:
8:00am-5:00pm EST M-F
This is a 100 % Remote position- will require participation with general support, answering inbound phone calls and chats quickly, ensuring our procedures are scripts are delivered consistently. Candidates will need to participate working rotating holidays.
Range:
$23-28 per hour, dependent on experience and certifications.
All candidates must be able to successfully pass a background check.
Applicants will also need to complete a technical assessment within 48 hours if chosen to move forward in the interview process.
REQUIREMENTS:
Answering inbound phone calls in a call center environment and inbound chats quickly, ensuring our procedures are scripts are delivered consistently
Identify clients, collecting relevant information concerning requests and issues and create support tickets accurately
Assist clients requests and deliver basic/advance technical support
Provide friendly and helpful customer service as a first point of contact
Must have excellent verbal/written communication skills, as well as the ability to multi-task
Ability to work under pressure, organize and prioritize tasks based on ITIL priority matrix
Ability to meet individual KPIs such as a 15-minute average talk time, tickets closed, utilization, and first call resolution
Other duties as assigned by management
QUALIFICATIONS:
2+ years experience in a structured IT Support environment (10+ team)
3+ years experience in Customer Service roles, can be outside of IT
Associates degree and 1+ CompTIA certifications a must
Expert level knowledge of networking, computing, peripherals, business applications like Quickbooks, Office, SAGE, etc.
Experience with remote support tools and network diagnostic tools
STRONG ability to multi task and thrive in a fast paced environment
IronOrbit is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. IronOrbit is committed to a diverse and inclusive workplace.
Apply Now
For over 25 years, IronOrbit has evolved into an industry leader that delivers specialized cloud services for an optimized experience and sustainable success. We specialize in GPU-Accelerated Cloud Workspaces powered exclusively by NVIDIA RTX GPU technology. IronOrbit is a future-ready organization, and were looking for someone to join our team.
As a Service Desk Analyst, you are responsible for investigating the clients issues by analyzing the symptoms, finding the root cause, resolving level 1 issues, while maintaining client communications through the process. Having a friendly, professional attitude is a must! Work from home the role must be able to work independently with direction and guidance from your team leads and manager.
Shift available:
8:00am-5:00pm EST M-F
This is a 100 % Remote position- will require participation with general support, answering inbound phone calls and chats quickly, ensuring our procedures are scripts are delivered consistently. Candidates will need to participate working rotating holidays.
Range:
$23-28 per hour, dependent on experience and certifications.
All candidates must be able to successfully pass a background check.
Applicants will also need to complete a technical assessment within 48 hours if chosen to move forward in the interview process.
REQUIREMENTS:
Answering inbound phone calls in a call center environment and inbound chats quickly, ensuring our procedures are scripts are delivered consistently
Identify clients, collecting relevant information concerning requests and issues and create support tickets accurately
Assist clients requests and deliver basic/advance technical support
Provide friendly and helpful customer service as a first point of contact
Must have excellent verbal/written communication skills, as well as the ability to multi-task
Ability to work under pressure, organize and prioritize tasks based on ITIL priority matrix
Ability to meet individual KPIs such as a 15-minute average talk time, tickets closed, utilization, and first call resolution
Other duties as assigned by management
QUALIFICATIONS:
2+ years experience in a structured IT Support environment (10+ team)
3+ years experience in Customer Service roles, can be outside of IT
Associates degree and 1+ CompTIA certifications a must
Expert level knowledge of networking, computing, peripherals, business applications like Quickbooks, Office, SAGE, etc.
Experience with remote support tools and network diagnostic tools
STRONG ability to multi task and thrive in a fast paced environment
IronOrbit is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. IronOrbit is committed to a diverse and inclusive workplace.
Apply Now