Service Desk Analyst, I
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Service Desk Analyst providing tier-one technical support for Netrix Global’s secure, data-driven business technology services. Troubleshooting client systems, managing incidents, and resolving issues across a 24/7 service desk.
Responsibilities:
- Provide timely and accurate tier-one technical support through incoming call and email queues
- Monitor tickets generated by Network Management Systems for critical network problems
- Troubleshoot issues, diagnose problems, and escalate to the appropriate provider
- Monitor and enforce system security and identity verification guidelines
- Create user accounts and access rights for clients when applicable
- Provide exceptional customer service and educate clients on system operations and applications
- Use the Knowledge Base to research, resolve, and respond to incidents and requests via phone and email
- Provide troubleshooting and creative solutions for basic and moderately complex user problems
- Manage the incident process by following up with support personnel and affected users
- Support User Account Management projects and tasks as needed
- Provide onsite support at customer locations as required
- Maintain knowledge of ITIL incident-management best practices
- Participate in onboarding and training new employees
- Write technical documentation for the Service Desk knowledge base
- Participate in team projects improving Service Desk quality or efficiency
- Incorporate feedback from management, the Quality Assurance Program, and monthly KPI metrics
- Communicate problem trends and unresolved problems to Service Desk staff and management
- Escalate using clients’ on-call processes when necessary
- Monitor corporate email for maintenance, outage scheduling, process changes, and other updates
- Work at least three holidays per year to provide customer contact-queue coverage
Requirements:
- College degree, technical school, or equivalent experience preferred
- Excellent oral, organizational, and written communication skills
- Minimum 1-3 years’ experience in a Help Desk/Service Desk or other IT role
- Minimum 1-3 years’ experience in Google Workspace troubleshooting and administration tasks
- Minimum 1-3 years’ experience supporting Apple MacOS
- Basic knowledge of PCs, operating systems, applications, networks, and hardware concepts
- Good analytical and problem-solving skills
- Ability to work effectively with others to achieve team goals
- CompTIA A+, Network, Microsoft Certifications and other industry standard certifications preferred
- Experience setting up email accounts, VPN and Citrix experience preferred
- Knowledge of AD, Microsoft Office 365 and Microsoft Servers, and iOS as it pertains to iPhone, MacBook, and iPad
- Ability to work shifts of 8 hours per day, 5 days a week
- Ability to work in a 24/7 Service Desk environment, with shifts that may change over time
- Ability to provide Saturday or Sunday coverage on an ongoing basis
- Must use a personal mobile phone with a US-compatible phone for MFA access to Netrix systems
- May be required to undergo a biometric background check based on customer requirements
Benefits:
- Competitive compensation package
- Comprehensive group benefits to meet the needs of you and your family
- Flexibility
- Time off when you need it
- Casual work environment
- Remote/home office work option
- Some travel required
- Reasonable accommodations for persons with disabilities
Similar Jobs
System Configuration Analyst
System Configuration Analyst optimizing dental claims and utilization-management systems at LIBERTY Dental Plan. Configuring, testing, and auditing benefit logic, claims rules, and member notifications.
Mid-Level Analyst – Power BI
Analista Power BI criando dashboards e soluções de dados para a Nestlé, líder global em alimentos e bebidas. Desenvolvendo métricas, documentações e projetos com equipes e key users.
Mid-Level Analyst – Power BI, Power Apps
Analista de Power BI e Power Apps criando dashboards, aplicativos e automações para a Nestlé. Atuando com stakeholders, dados e projetos de transformação digital.
Application Analyst – VBS Healthy Planet
Application Analyst configuring and optimizing Epic Healthy Planet for population health and value-based care. Supporting ACO operations, quality reporting, risk adjustment, and healthcare workflow improvements.
Principal Analyst, Medicaid Policy Analysis
Principal Medicaid policy analyst translating program rules into data marts, registries, and dashboards. Advising state healthcare stakeholders through Arcadia’s trusted healthcare data platform.
Provider Compensation Analyst
Provider Compensation Analyst designing physician compensation programs for Providence, a multiservice healthcare organization. Analyzing market data, CPT coding, proformas, and fair-market-value plans.
Retention Analyst
Analista de Retenção atendendo clientes Unifique e revertendo cancelamentos. Ofertando planos, solucionando demandas e apoiando configurações básicas de telecomunicações.
Junior Contract Analyst – Fluent English
Analista de contratos apoiando revisão, validação e formalização documental na Accenture. Interação com stakeholders em português e inglês e suporte à gestão contratual.
CARR Analyst II
Coding Analyst II supporting facility coding, reimbursement, and claims accuracy for BlueCross BlueShield of Tennessee. Researching payment methodologies, policies, edits, and regulatory changes.
Senior Compensation Analyst
Senior Compensation Analyst optimizing compensation programs, pay equity, and Workday processes. Supporting Premier’s healthcare consulting business through salary analysis and annual compensation cycles.
Team Lead – Threat Analyst
Security Operations Manager overseeing threat analysts and incident response. Supporting Sophos’s global cybersecurity, managed detection, and response operations.
Senior Threat Analyst
Senior Threat Analyst delivering threat monitoring, detection, and response for Sophos, a global cybersecurity provider. Leading investigations, threat hunts, and incident response for customer environments.
Corporate Systems Application Analyst
Corporate Systems Analyst supporting NAPA’s Conga CLM and Salesforce contract platforms. Configuring, troubleshooting, and improving enterprise contract lifecycle workflows.
Cyber Analyst, Tier 2 / Incident Commander
Cyber Analyst and Incident Commander securing federal clients for Valiant Solutions. Managing Tier 2 incident response, SIEM investigations, remediation, and reporting in a 24x7x365 operations center.
Lead Pricing and Costing Analyst
Lead pricing analyst developing cost and pricing strategies for Curtiss-Wright Defense Solutions proposals. Guiding financial analysis, government contracting compliance, and senior leadership pricing decisions.
Senior Transportation Analyst
Senior Transportation Analyst optimizing national logistics, routing, and carrier performance for Republic Services, an environmental services and recycling company.
Claims Systems Lead Analyst
Claims Systems Lead Analyst managing EviCore claims implementations, configuration, testing, and data integrity. Supporting Evernorth’s healthcare and benefits solutions through SQL, Access, and client collaboration.
Associate Investigator, Grants Analyst
Associate Investigator Grants Analyst developing investigator grant budgets and payment schedules for Thermo Fisher Scientific’s clinical studies. Coordinating clients, CRO-related processes, approvals, and site activation activities.
Revenue Assurance Analyst
MSSP Revenue Assurance Analyst operationalizing quote-to-cash, licensing, forecasting, and partner processes. Supporting SentinelOne’s AI-native cybersecurity platform and cross-functional revenue operations.
Senior Revenue Assurance Analyst
Senior MSSP revenue analyst owning quote-to-cash, forecasting, and partner lifecycle operations. Advancing revenue for SentinelOne’s AI-native cybersecurity platform through cross-functional strategy and execution.