Service Desk - Technical Support Analyst

Service Desk / Technical Support Analyst

Estimated Duration: 3 months+ (potential RTH)

Remote or onsite in Louisville KY

Hours: Flexibility - M/Tu/W from 7a-5p; 1 weekend day or weekend; EST

Will need to be onsite for initial 2 weeks training period

Responsibilities include:

Providing Service Desk Support by supporting users in diagnosing, reporting and resolving or correcting hardware/software problems.

Installs, maintains and troubleshoots hardware/software according to company standards; reconfigures existing systems and/or performs system upgrades as required.

Logs all issues with appropriate documentation as requested by Level II and III support teams.

Routes calls to appropriate support teams as per described troubleshooting steps.

Monitors and escalates issues until resolution, closure or the appropriate group has accepted.

Operates in a specified role within Global Service Desk

Resetting passwords

Applications that will be supported include:

Cisco

Multi factor authentication

Microsoft Applications

Office 365

Using applications and how they are supported will be trained on

Soft Skill requirements (team fit/personality requirements)

Multi service desk – Globally (Latin America, APAC)

Experience cross culturally

Multi-tasking

Benefits include Medical and Dental Insurance, 401(k), Employee Service Center, Referral Bonuses, Loyalty and Longevity Bonuses, and Plum Benefits.