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OUR GOAL: 
Treat our consultants and clients the way we would like others to treat us!
 
Interested in joining our team? Check out the opportunity below and apply today!
  
Service Desk Analysts with our client are prepared to provide customer centric, first contact support for all user requests. Individuals will respond to support requests for software, hardware, telephony, and network related issues, and these requests are handled via phone, chat, and web portal tickets. In this role an analyst must identify and resolve issues with urgency. Less complex issues will typically be resolved immediately, while more complex incidents are escalated. Confidential data and highly regulated information are handled daily which requires integrity and accuracy in each interaction. The service desk strives to reduce service interruptions of impacted systems by working together to ensure campuses are supported in a meaningful and timely manner.
 
**Shift 1pm-10pm EST.
 
Responsibilities:

• Troubleshoot, diagnose, research, and resolve technical hardware, software, network, and telephonic issues within established Service Level Agreements.
• Assists users with issues/problems from a variety of sources including proprietary and Microsoft Office applications, and Microsoft Operating Systems.
• Understands and performs basic troubleshooting of enterprise systems and services. Escalates and partners with IT support teams, when necessary.
• Provides end-user support for iPhone and other Smart phones, including activation, and troubleshooting requests.
• Accurately tracks and routes incident and service tickets provided thorough documentation of troubleshooting, history, and resolution.
• Accurately documents solutions to known/resolved problems through creating and updating Knowledgebase articles and SharePoint team site information.
• Creates and maintains user accounts, memberships and rights within Active Directory, PeopleSoft, Azure, and proprietary systems.
• Provides general end user training and documentation.
• Other duties as assigned.

 
Qualifications:
Education / Experience

• High School Diploma/GED required
• 1-2 years’ experience in Service Desk/Tier 1 support required or equivalent experience
• A+ Certification preferred

Skills

• Verbal and written communication skills
• Ability to use good judgment, problem-solving, and decision-making skills
• Ability to gain, understand and apply knowledge from technical manuals and SOP’s
• Ability to maintain confidentiality and professional decorum
• Extensive knowledge of Microsoft Office and Microsoft Operating Systems
• Basic knowledge of Active Directory, Exchange account management, and Citrix remote user support.
• Linear troubleshooting skills

 
Abilities

• Must be able to talk, see, hear, concentrate, think, learn, and reason for all the workday
• Must be able to operate a computer to work from including use of monitors, operating system, keyboard, mouse, and communicate verbally to customers for prolonged periods throughout the workday.
• Must be able to respond to emails, messages, and enter text from a keyboard for prolonged periods throughout the workday.

 
Work Environment

• Set schedule Monday – Friday; hours are evaluated for business needs. Occasional overtime is required (including periodic off-hours and weekend hours) to assist with Tier 1 system outages during off-hours and weekend hours when on rotation and on-call is required
• Work is performed remotely which requires stable power and internet connectivity with connection speeds of at least 50Mbs download and 10Mbs upload. Higher bandwidth is recommended for optimal performance.

Reference: 1038269 
  
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every qualification. At Revel IT, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role, but your experience doesn’t align perfectly with every qualification in the description, we encourage you to apply anyway. You might be the right candidate for this or our other open roles!  

  
Revel IT is an Equal Opportunity Employer. Revel IT does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.  

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