Note: The job is a remote job and is open to candidates in USA. iT Resource Solutions.net, Inc. is hiring a Help Desk Analyst to provide Level 1 support to clients experiencing difficulty with IT products and services. The role involves troubleshooting, resolving or escalating incidents, and assisting customers through telephone, chat, and email.

Responsibilities

• Performing technical customer support to our NYS client via telephone, chat and email support
• Provide level 1 triage and resolutions such as password resets, account unlocks and troubleshooting network connectivity issues
• Performing call backs as required
• Identifying and/or coordinating hardware and software requests and offering solutions for customer accounts
• Acting as a subject matter expert (SME) across limited subject areas
• Training and mentoring other service desk associates as needed

Skills

• High School Diploma/GED or equivalent experience
• Ability to learn and become knowledgeable of customer products and services
• Proficiency in navigating accounts with multiple skill set requirements
• Demonstrate effective soft skills, active listening skills and ability to empathize with customer's situation
• Ability to eventually resolve more complex support ticket requests
• Ability to provide support to new team members
• Effectively manage length of calls/handle time
• Ability to thrive in a fast-paced but fun work environment
• Must have an entry to intermediate understanding of - Microsoft Outlook 2010, Windows 10, Various web browsers and basic computer terminology
• Experience working on a help desk/service desk handling tickets preferred
• Experience troubleshooting Desktop hardware and associated peripherals preferred

Benefits

• Remote work for candidates who reside in the state of New York, with equipment provided
• Opportunity for advancement

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