Help Desk Technician-Remote

Respond to and diagnose problems through discussions with users. Perform analysis and assist in a variety of service desk activities, including but not limited to:

Providing support for customers and end users of services

Guiding end users through troubleshooting procedures

Processing and escalating service requests

Providing technical assistance in the setup, installation, and configuration of desktop software and hardware Service Desk analysts answer customer calls, respond to emails, escalate records to Tier 2 analysts and/or service owners, may perform onsite support, and provide follow-up to customers as needed. They may also be asked to maintain knowledge base articles and provide assistance during major incidents. Analysts are responsible for determining the needs of faculty, staff, and students and the proper support of those needs. They take ownership of all interactions, utilize appropriate follow-through, and provide timely feedback. Use the Incident Management and Request Fulfillment processes along with the Knowledge Management tool as designed. Identify opportunities for improvement.

Required Skills

Strong problem-solving and analytical skills

Excellent communication skills for discussions with users and team members

Experience in troubleshooting and providing technical support

Ability to process and escalate service requests effectively

Proficiency in the setup, installation, and configuration of desktop software and hardware

Familiarity with Incident Management and Request Fulfillment processes Desired Skills

Experience in maintaining knowledge base articles

Ability to provide support during major incidents

Experience in providing onsite support

Knowledge of opportunities for improvement in service desk activities