3rd Shift Help Desk Analyst

About the position

Responsibilities
• Provide customer service via phone, assisting with technical issues and troubleshooting.
• Log incident tickets into an IT service management system (ITSM).
• Use remote desktop control to assist users.
• Ensure strict adherence to documented policies and procedures.

Requirements
• Customer service/call center experience with education or certifications in IT OR 6 months of experience in helpdesk support within an enterprise environment.
• Technical proficiency in Windows 7 and 10, Office 2016, Outlook 2016, and Office 365.

Nice-to-haves
• Familiarity with Cherwell (for call tracking) and Call Center Anywhere (CCA) for their ACD.
• Experience supporting Citrix.

Benefits
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)