Jr. Digital Collaboration Analyst

Sirius Staffing is seeking a Desktop Support Analyst to provide personalized technology support to business partners. This role will identify customer technology-related issues, determine appropriate solutions, and ensure timely resolution. The ideal candidate will have a strong understanding of hardware, software, networking systems, and IT service management processes.

• Provide technical support and solutions for hardware, software, and networking issues.
• Identify the root cause of customer technology-related problems and determine the appropriate resolution.
• Follow established ITIL/incident management processes.
• Create, update, and close Service One tickets for work performed.
• Provide solutions to technical questions and issues or escalated them to the appropriate support team.
• Utilize and update knowledgebase documentation.
• Follow up on open issues to ensure timely and satisfactory customer resolution.
• Maintain accurate documentation of incidents and resolutions.
• Stay current with technical and professional knowledge through training, publications, and professional networking.
• Work with employees at all levels across the client companies.
• Occasionally interact with external hardware/software vendors and technical personnel from other organizations.
• Work independently on non-routine and moderately technical assignments while using sound judgement in decision-making.

• Strong technical understanding of hardware, software, and networking systems.
• Experience troubleshooting and resolving technology-related issues.
• Understanding of ITIL/incident management processes.
• Strong customer service and communication skills.
• Ability to troubleshoot, prioritize, and escalates issues appropriately.
• Experience working with ticketing/service management systems.
• Ability to work with limited supervision and handle moderately technical assignments.
• Strong problem-solving and decision-making skills.

• Experience in Desktop Support, Service Desk, IT Support, or Technical Support.
• Experience with Service Now or similar IT service management/ticketing platforms.
• ITIL certification or training.
Experience supporting users in an enterprise environment.

Sirius Staffing is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, or any other status protected by law.