Help Desk / IT Support Analyst

Requirements

• 3 or more years in a help desk, contact centre, or end user technical support role, with proven Level 2 and Level 3 experience.
• In depth troubleshooting of software, application, and connectivity issues for remote users.
• Experience managing access and permissions across multiple internal systems.
• Hands on use of an incident management or ticketing platform.
• Ability to determine root cause within complicated distributed systems before escalating.
• Familiarity with CRM platforms, VOIP and IVR systems, multi-factor authentication, collaboration and messaging tools, video conferencing, and remote desktop.
• Exposure to Knowledge Centred Support methodology, including documentation and process work.
• Strong written and verbal communication, with the ability to explain technical detail plainly.
• Able to stay on top of incoming issues while progressing existing tasks, and to work independently in a constantly changing environment.
• Willing to flex across a seven day support rota, including shift work.
• Legally authorized to work in the United States for any employer, without sponsorship now or in the future.
• This engagement is W2 only. We are not able to work with third party or corp to corp arrangements.

Skills & Technologies