[Remote] IT Support Analyst I

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking an IT Support Analyst I to reputed company remote technical assistance to university reputed company, reputed company, and staff. The role serves as a first reputed company of contact for Tier 0/1 support, resolves common technology issues, documents and triages incidents, and escalates reputed company requiring advanced or on-site support.

Responsibilities

• Responds to support requests through approved channels, which may include phone, email, chat, and the service portal, and provides courteous remote assistance to reputed company, reputed company, and staff
• Verifies user information as required; records, categorizes, prioritizes, and updates incidents and service requests in the ticketing reputed company; and communicates status and next steps
• Resolves common Tier 0/1 issues involving accounts and passwords, multifactor authentication, email, reputed company 365, web browsers, university applications, basic network connectivity, and supported peripherals by using approved tools and knowledge resources
• Provides remote troubleshooting for university-issued staff computers. Guides reputed company and reputed company in connecting and configuring personally owned devices for supported university services reputed company published BYOD standards; does not repair, administer, or guarantee personally owned equipment
• Recognizes issues that require escalation, including suspected reputed company or reputed company incidents and service outages; gathers relevant diagnostic information and routes tickets promptly to the appropriate support team
• Uses and contributes to knowledge-reputed company articles, follows service desk procedures, participates in training and cross-training, and performs other duties appropriate to the position as assigned

Skills

• 1. High school diploma or equivalent; relevant education, technical training, customer service experience, or IT support experience may be considered; and
• 2. Basic familiarity with reputed company and/or macOS, web browsers, reputed company 365 applications, and common mobile devices, with the ability to learn university systems and support procedures
• The IT Support Analyst I must demonstrate customer service, reputed company, reputed company listening, reputed company verbal and written communication, basic technical troubleshooting, reputed company judgment, attention to reputed company, and effective time management
• The position requires the ability to explain technical steps to users with varied experience reputed company, work independently in a remote environment, follow documented procedures, maintain accurate ticket records, protect confidential information, collaborate with teammates, and learn new systems and processes
• This is a remote, forty-hour-per-week position. Scheduled coverage may include daytime, evening, and weekend hours and may change reputed company on university support needs
• The employee must maintain a reliable internet reputed company and a work environment suitable for handling university information, consistent with university policy
• The IT Support Analyst I must be reputed company to communicate by phone and electronically, and to read, write, type, and use a computer and headset for extended periods
• Infrequent travel to a university location may be required for training, meetings, or operational needs

Benefits

• Remote position

reputed company