The IT Service Desk role with us isn’t just a job - it’s a career opportunity with a great company. And we ask our professionals to be just that- professionals. We want to lean into your expertise to help us get better. We will give you what you need to be successful, and you will get to contribute, every single day. And two awesome features of this job:

• This role is remote. You can do this job from anywhere in the US.
• We don't want you on the Service Desk forever. We want someone motivated to learn IT and grow as a professional, and we will help them build a long-term career in IT. The variety that you will experience on the Service Desk will put you on the fast track.

This role is perfect for the individual who approaches their work in a professional manner and who loves a good challenge. If that sounds like you, come join this industry leader!

Formal Education & Certification

• College diploma or university degree in the field of computer science and/or +3 years equivalent work experience

Here's What You'll Get to Do

• Provide first contact support of incoming requests to the Service Desk via telephone, web portal and email to ensure courteous, timely, and effective resolution of end-user issues.
• Build rapport and elicit problem details from Service Desk customers.
• Prioritize incidents and service requests according to defined processes to meet specified SLAs.
• Ensure accurate and detailed documentation in all tickets.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Identify and learn appropriate software used and supported by the organization.
• Test fixes to ensure incidents have been adequately resolved.
• Contribute to knowledgebase as needed.
• Reinforce SLAs to manage end-user expectations.
• Provide suggestions for continual improvement.
• Deploy pre-packaged software using distribution tools and processes as requested by end users.

Personal Attributes

• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in customer focused, user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical, troubleshooting, and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Work Conditions

• 40-hour workweek, hours varying from 8am-8pm Eastern Time.
• After-hours/on-call rotation.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)