Service Desk Analyst 2

Netrio is a company focused on providing IT support and services. They are seeking a Service Desk Analyst 2 to serve as the first line of defense for client issues, providing initial support and escalating problems as necessary while ensuring customer satisfaction through effective communication and collaboration.

Responsibilities

• Answer calls and tickets submitted from clients through our various communication channels, including via phone, and email
• Provide initial support for all calls and tickets received
• If the issue requires additional support the Service Desk is unable to provide, it is their duty to escalate the problem accordingly
• Collaborate with team members and escalate issues appropriately
• Update/create tickets detailing any troubleshooting steps you took to ensure the problem can be picked up and put down by the other team members if necessary
• Follow up on older tickets to ensure problems are fully resolved and that the customer is satisfied with the outcome
• Document client specific information as needed to enable secured but easy access for future, related issues
• Intake of packages and deliveries received to the office
• Enter the information for each delivery into ConnectWise under the relevant client and mark that package for pickup by the engineer
• May also be used to support the Project Team or Network Engineers in the initial preparation of the new client equipment, especially new workstations, when needed

Skills

• Associates or Technical degree in Computer Engineering or equivalent work experience
• 1-2 years of experience in IT Support including knowledge of networking basics, Windows desktop environments, Windows OS and Office365
• Experience in a customer service environment
• Ability to use deductive reasoning to troubleshoot problems and resolve the issues using IT knowledge
• Ability to learn and track down information needed to resolve new problem as they occur
• Strong written and verbal communication skills
• Time management skills, and the ability to prioritize multiple concurrent issues
• The ability to work independently but also be a team player
• Thriving in a fast-paced environment
• Performing well under pressure
• Being a fast learner, who can keep up with changing trends in a rapidly evolving industry

Benefits

• Comprehensive benefits package
• Wellness programs
• Professional development opportunities
• Medical and dental insurance
• Term life insurance
• Career development
• Enrollment in our company 401(k) plan with company match

Company Overview