Our client has an immediate need for a full time Technical Analyst

Location: 100% Remote

Term: October 5, 2020 – March 31, 2021 with possible extension

Experience required:

• Service Desk experience – 6 months

Key accountabilities:

• Workflow processor who creates incidents, requests and provides solutions for L1 issues as part of the service desk
• Performs day-to-day support and monitoring of technologies and solutions
• Investigates, analyzes, and responds to incidents

Technical Knowledge:

• Comfortable with a variety of basic software solutions
• Demonstrated ability and willingness to learn new tools
• Familiarity with updating and using a knowledge base
• General knowledge of computer systems, analysis techniques, and ITIL processes

What we're looking for:

• A friendly attitude and exceptional customer service commitment
• The ability to work independently and with a high-performing team
• Understanding of technical terminology and concepts

What you'll need:

• In-depth knowledge of common software and operating systems
• Knowledge of O365
• Knowledge of computer hardware and peripherals
• Knowledge of iPhone and Android devices

Nice-to-have:

• Service Now experience

What you'll do:

• Assist staff with common IT issues
• Process IT requests (emails) into incidents and requests
• Resolve issues with technology through one-on-one interactions
• Document common issues and update knowledge base
• Troubleshoot a variety of first-level IT support issues on different platforms and programs
• Answer questions and provide advice by phone, email or chat

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