IT Help Desk Support Analyst

Responsibilities:

• Provides IT Support relating to technical issues involving Microsoft’s core business applications, operating systems, and cloud services
• Supports disaster recovery solutions
• Provides technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Provides basic remote access solution implementation and support: VPN, remote services, and Citrix
• Monitors the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• Triages and classifies incoming service requests by gathering information from clients and computer systems
• Documents and tracks all required information supporting accurate ticket reporting for the Service Desk
• Resolves service requests during the first phone call if possible, and escalates service requests to other resources as needed
• Communicates with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Displays an ability to patiently walk a user through the steps needed to address the issue
• Fast turnaround of customer requests - quickly and correctly identifies the user's issue or problem, recommending the most efficient solution to address the issue
• Answers all web-based inquiries and phone calls within the response time goals for the Service Desk
• Documents basic support processes and knowledge base articles for recurring issues as needed, and escalates identified recurring issues to next level support engineers
• Ability to work in a team and communicate effectively - maintains a positive and friendly attitude towards all team members
• Handles difficult situations calmly and with confidence
• Displays empathy for our technology users and their day-to-day challenges
• Maintains good organization and follows each user service issue through to completion
• Productively fills down-time to improve our technology infrastructure and our organization
• Proactively makes suggestions for solutions to our most recurring user requests and technology service issues
• Improves customer service, perception, and satisfaction
• Other duties as assigned

Requirements:

• Minimum high school diploma and 2+ years’ experience in end user technical support role in a related technical support discipline, or equivalent combination of education and experience
• Relevant experience in a technical support role, creating help tickets and handling end user support
• Advanced understanding of operating systems, business applications, printing systems, and network systems
• Experience working with an IT managed services provider or IT consulting firm strongly preferred
• Experience with ConnectWise and/or Kaseya preferred
• Certifications preferred (e.g. CompTIA A+, Microsoft MTA/MCSA, etc.)
• Strong verbal/written communication skills including telephony skills, active listening, and customer-care, and detailed documentation skills
• Ability to translate "IT" speak for the customer and create tangible action items
• Strong problem solving and diagnosis skills of technical issues, ability to "think outside the box"
• Ability to multi-task and adapt to changes quickly while managing competing priorities
• Technical awareness: ability to match resources to technical issues appropriately
• Understanding of various support tools, troubleshooting techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast-paced environment
• Able to work in a team-oriented environment and communicate effectively
• Current active drivers’ license with active auto insurance
• Able to lift computer equipment, approx. 40lbs.

Why Work for Aqueity? 

• Competitive salary: $45-60k depending on experience 
• Bonus program
• Excellent healthcare benefits (medical, dental and vision)
• Company paid basic dental, life and AD&D, short/long term disability insurance
• Retirement savings account employer match
• Ongoing training and development
• Paid Time Off program
• In-office highly collaborative work environment, with partial remote work option
• Business casual dress code
• Quarterly company lunches
• Fun work culture - on demand video games/foosball, team building events
• The best coworkers you could ask for
• Great place to learn and grow in IT!