Service Desk Analyst

Live Expert Service Desk Analyst

The Live Expert Service Desk Analyst will provide first and second tier technical support to internal employees. The candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of employees issues/requests, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Excellent communication and interpersonal skills combined with technical skills are essential to providing high level customer service to the employee community.

Service Desk staff work in a dynamic, fast-paced call center that provides service via phone, chat and backend collaboration via Slack.

Job Responsibilities:

• Troubleshoot software, hardware and connectivity issues remotely.
• Ability to understand & articulate root cause on customer issues.
• Log all Service Desk contacts into Incident Management System (Service Now)
• Experience with installation, upgrade, and maintenance of software, hardware, and peripherals.
• Familiarity with encryption and security tools and triaging within this environment.
• Assist customers in gaining access to various systems and servers.
• Deploy/patch software using device management technologies (VMware and Ivanti)
• Communicate call and chat trends and emerging issues
• The ability to take on small projects from start to finish
• Knowledge Base and process documentation skills.
• Work closely with the team to resolve or properly close aging tickets.
• Take ownership of employee issues and follow up on the status of the problem on behalf of the user and communicate progress in a timely manner.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Analyze and resolve incidents within expected turnaround time.

5 day work week Full Time 40 hours a week Weekend shifts required from December
- April (Tax Peak). Flexibility required during Tax Season peaks This group will provide 7 days of support each week (5am-9pm PT) Phone, chat and Slack EOE AA M/F/Vet/Disability.

Skills:

Windows 11, Phone Support, Chat Support, VPN, WIFI

Additional Skills &

Qualifications:

Service Desk – Slack Chat, Phone. only take incoming calls from the CPA's. Phone support, first line of support, a lot of chat coordination, really good phone support and multitasking. Windows 11, WIFI issues, VPN, Connectivity, 70% score on IKM. Need to review Atlas and Trainee Expectations prior to starting. For Interview they will conduct a (Mock Ticket), this is very important and they must complete ticket, strong documentation is critical, if they are not following the knowledge base, and closing ticket, it will most likely result in a failed interview.

Schedule:

7 Days a week of support – year-round. Will need to be comfortable working weekends starting Jan. Looking for mid to closing shift, that what they really need. Taking off time during the 2-week training portion will not be accepted. This is a hard requirement, they may be able to make a one-off exception but we need to make sure they can be fully present for training, or we move them to a following training.

Can not ask to take off more than 30 days in advance and not more than 1 week off at a time. They must use the Intuit Headset they provide. (Jabra 480)

Entry Level

This is a Contract position based out of Tucson, AZ.

The pay range for this position is $29.00 – $29.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: – 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…