Remote - Operations Support Analyst

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Operations Support Analyst for Tier 1 Help Desk Operations, monitoring emails, phone calls and other customer support activities.

Initial schedule will be Monday - Friday 8AM to 5PM through training. Once trained, schedule to include night and weekend shifts.

UPDATED INFO: The primary hours will be 8AM to 5PM, we will seek to limit any nights/weekend hours for contractors outside of those hours. That said, if we need coverage, there could be an opportunity to work nights and weekends, but the goal is 8AM to 5PM.

Essential Job Functions: Able to Identify, research, and resolve technical and procedural issues. Respond to telephone calls, emails, tickets, and personnel requests for technical support. Documents, tracks, and monitors issues/tickets to ensure a timely resolution. Escalate unresolved issues/ticket to Tier II/III support. Must read and comprehend technical procedures and Standard Operating Procedures (SOPs Communicate accurate and useful status updates. Manage and report time spent on all work activities. Must be able to work in a team environment. Must be customer service focused. Work independently and proactively with minimal supervision/direction. Flexible and able to adapt to a rapidly changing environment. Must be able to work flexible shift schedules, to include nights, weekends, and some holidays.

MINIMUM QUALIFICATIONS AND TECHNICAL SKILLS Technical problem resolution, judgment, and decision-making skills. Strong analytical, interpersonal, and written/verbal communication skills. Two years of technical customer service experience or equivalent education. Ability to exhibit a positive approach and the ability to work efficiently as an individual contributor and team member. Flexible and able to adapt to a rapidly changing environment. Ability to communicate well and work independently with minimum supervision. Willingness to learn new technologies, dive into challenges and take direction.

TECHNICAL SKILLS Strong understanding of computer systems, including hardware and software and networks. Excellent analytical abilities to identify, diagnose and resolve customer call and email issues. Strong problem-solving abilities with skills in analyzing and resolving technical issues. Correctly log and escalate queries in incident management system. Monitor open issues, keep users informed of status.

PREFERRED QUALIFICATIONS Degree in a relevant field preferred or equivalent relevant experience in IT support. ITIL certification preferred Network+, A+ or Security+ Certification preferred Experience with Ticketing Systems (ServiceNow preferred

Skill

Required / Desired

Amount of Experience

Tier 1 Help Desk Support

Required

3

Years

Help Desk Ticketing Systems

Highly desired

3

Years

Hardware/Software Troubleshooting

Required

3

Years

Customer Service/Retail Support

Desired

2

Years

Remote Support Tools

Highly desired

3

Years

A+, ITIL, Security+ or Network+ Certification

Nice to have

Degree in Relevant Field or equivalent experience in IT Support

Nice to have

Strong communication skills, creative problem solving, highly organized