Associate Analyst, Service Desk

About the role

Jumpstart your career in the dynamic Legal/IT sector with Opensity Solutions as a Service Desk Analyst. This is a full-time/permanent role with medical benefits, offering comprehensive training to every incoming Service Desk Analyst to succeed in supporting our law firm clients. Opensity prepares you to work in a fast-paced, agile, customer service-oriented environment while collaborating with a world-class Service Desk team. Career opportunities abound both within the Service Desk Department and in more hands-on engineering roles for those seeking a more technical track.

Responsibilities

• Serve as the first point of contact to customers seeking help for hardware, software, network, or other technical and non-technical issues
• Provide over-the-phone, email, and chat support
• Identify, diagnose, and resolve all customer issues using documented troubleshooting items such as a knowledge base, previously reported issues, colleague experience, or connecting the customer to an escalated level of support to properly resolve their issue
• Use screen sharing and remote-control tools to properly vet, collect, and evaluate the customer's reported issue
• Properly ticket all customer requests with detailed information regarding the issue reported
• Provide accurate, descriptive, and complete information in all tickets to successfully relay information back to the customer or other support team members
• Maintain a regular and reliable level of attendance

Qualifications

• High School Diploma or equivalent
• Strong verbal, written, and typing skills
• Excellent customer service skills, efficiency, multi-tasking skills, and patience
• Dependable team player who works collaboratively and cooperatively with others in a team-oriented environment
• Ability to act independently and make decisions within the scope of the position's responsibilities
• Always display the utmost professionalism with team members as well as end-users
• Ability to function well in a high-paced and at times stressful environment
• Ability to think strategically and analytically to troubleshoot and resolve issues quickly and/or provide successful alternative methods until a permanent resolution can be found
• Proactive with the ability to identify, define, and perform remote troubleshooting of computer/technical issues through remote control tools while asking pertinent questions
• Exhibit a high degree of initiative, follow-through, and critical-thinking skills with the ability to manage multiple priorities in a demanding, fast-paced, meticulous work environment, and make decisions based on the results of research

Requirements

• Prolonged periods of sitting at a desk and working on a computer
• Will require Intune "Mobile Device Management" software installed on a personal device(s)

Pay

Compensation is 19.00 USD per hour.

Schedule

This opportunity is remote. The first week will be spent with our dedicated Service Desk Training team Monday through Friday 9:00 AM to 5:30 PM CST before moving to their working shift schedule. We are looking for candidates who are able to work any days of the week (any combination of days Monday through Sunday) with 2nd and 3rd shift preferred.

Benefits

This full-time/permanent role includes medical benefits. The position comes with an array of benefits, and a comprehensive training program is provided to every incoming Service Desk Analyst.