[Remote] Service Desk Analyst (W/Th/F/Sa 7:30am-6:30pm ET)

Note: The job is a remote job and is open to candidates in USA. Prelude Services is a Managed Service Provider that has delivered innovative and secure IT services for 28 years. They are currently searching for a customer-focused Service Desk Analyst to provide first level IT support to clients, managing multiple tickets and ensuring high customer satisfaction.

Responsibilities

• Responds to requests for assistance (live calls, email and voice mails) submitted to the Service Desk
• Focuses on customer needs: anticipates customer needs; continually searches for ways to increase customer satisfaction
• Understands and applies Prelude SLA requirements
• Understands and applies Prelude mission critical and escalation procedures
• Provides Level 1 support for hardware, user account administration and software problems
• Resolves routine problems immediately
• Follow-up on open Service Desk tickets and closes out tickets when problem is resolved
• Maintains a secured work area and ensures confidential material is secured properly
• Keeps management apprised of issues impacting project schedules, costs, technology standards, and risks to the client
• Requests training and assistance necessary to complete project assignment or related job duties
• Remains current on desktop and networking technologies necessary to perform the duties of the position
• Works with all Prelude groups to promote clear communication and superior customer support
• Completes Service Desk requests and projects in a timely and organized manner
• Participates in on call program as required

Skills

• Minimum of one-year experience in customer service roles
• Minimum one-year experience on service desk highly preferred
• Strong customer service and communication skills and ability to relate to customers and follow through with service requests
• Ability to multitask
• Strong typing skills; must be able to type and communicate
• Ability to work in a team environment
• Ability to deal with stress during peak call times
• Ability to grasp and apply basic technical steps necessary for problem resolution
• Basic knowledge of Microsoft Windows, Office Products, E-mail packages, Citrix, and computer hardware

Benefits

• Medical, Dental, and Vision Insurance
• Health Savings Account (with match)
• 401k (with match)
• Company-paid Long-Term Disability, Short-Term Disability, and Life Insurance
• Mileage reimbursement
• Casual dress
• 6 paid holidays
• Unsick Day
• $400 technology stipend (one time upon hire)
• Cell phone stipend for applicable positions
• Company-provided laptop and dock
• Quarterly company meetings
• Pet insurance
• Supplemental voluntary life insurance
• Access to a robust Employee Assistance Program
• Fun remote and in person events
• Certification and Training Programs
• Two PTO Cash Out days annually
• Generous PTO. You can accrue 20 days of PTO your first year!

Company Overview

Company H1B Sponsorship