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Service Desk Support Analyst

ePATHUSA, Inc.

Role overview

Qualifications

  • High school diploma with 4 years experience in Technical Support roles / Associates degree with 2 years of experience / Bachelors degree with 4 years of experience
  • Knowledge of computer hardware, software, and mobile device components.
  • Knowledge of Windows, macOS, and mobile operating systems, including configuration and troubleshooting.
  • Knowledge of networking fundamentals such as TCP/IP, DNS, DHCP, and VPN.

Responsibilities

  • Provide timely and consistent IT phone-based user support
  • Meet real-time service objectives (RSOs)
  • Ensure proper documentation and escalation of incidents and requests
  • Document troubleshooting steps and resolutions

Key facts

Hard skills

Microsoft Networking Active Directory Mac OS Group Policy Endpoint Security IT Security Customer Centricity

Other skills

  • Microsoft Windows
  • Troubleshooting (Problem Solving)
  • Communication
  • Collaboration
  • Multitasking
  • Problem Solving
  • Time Management

About the company

ePATHUSA, Inc. logo

ePATHUSA, Inc.

IT Services & IT Consulting

ePATHUSA was founded in 2005 as a global software consulting and outsourcing company of the highest standard. Always reliable, we provide strategic counsel and managed services to federal, state, commercial, and nonprofit entities. The always accelerating change in technology challenges companions to adapt - requiring constant modernization to maintain relevance. We proudly help organizations do just that. Our diverse, expertly skilled team assesses and implements cutting-edge technologies most beneficial to achieve client’s needs and goals.

Company details

Company typeTPE
IndustryIT Services & IT Consulting
Company size11 - 50

Links

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Job description

This is a remote position.

Seeking a Service Desk Support Analyst that will provide timely and consistent IT phone-based user support. The resource will also be expected to maintain high-quality end-user experience as well as:
  • Meet real-time service objectives (RSOs).
  • Ensure proper documentation and escalation of incidents and requests.
  • Respond to incidents and service requests within defined RSOs.
  • Document troubleshooting steps and resolutions.
  • Escalate issues appropriately.
  • Maintain knowledge base accuracy.
  • Follow security and identity verification procedures.
  • Provide knowledge transfer.


Requirements

Skills
 Required/Preferred
 Years
 Candidate Experience
High school diploma with 4 years experience in Technical Support roles / Associates degree with 2 years of experience / Bachelors degree with 4 years of experience
 Required
 5+
Knowledge of computer hardware, software, and mobile device components.
 Required
 5+
Knowledge of Windows, macOS, and mobile operating systems, including configuration and troubleshooting.
 Required
 5+
Knowledge of networking fundamentals such as TCP/IP, DNS, DHCP, and VPN.
 Required
 5+
Knowledge of Active Directory, Group Policy, and endpoint security tools.
 Required
 5+
Knowledge of ITIL best practices for incident and asset management.
 Required
 5+
Skilled in diagnosing and resolving complex hardware, software, and connectivity issues.
 Required
 5+
Skilled in prioritizing and resolving service tickets efficiently.
 Required
 5+
Skilled in communication and collaboration with users, technical staff, and management.
 Required
 5+
Skilled in analyzing and identifying trends or root causes of recurring technical issues.
 Required
 5+
Ability to identify potential IT security-related situations.
 Required
 5+
Ability to deliver high-quality, customer-focused technical support.
 Required
 5+
Ability to manage multiple priorities and meet deadlines in a dynamic environment.
 Required
 5+


Benefits

Benefit Package includes: 
  • Paid Sick Time
  • Insurance for Medical, Dental, Vision and Life Available
  • 401(k) including Employer Match 
  • HSA, Short-term & Long-term Disability Available 
  • We are an EEO/Veterans/Disabled employer

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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