Service Desk Analyst

This Service Desk Analyst position is a remote United States-based role supporting all shifts. The analyst will provide timely and accurate tier-one technical support to clients via calls, emails, and ticket escalations, focusing on analysis, diagnosis, and resolution of technical issues ranging from straightforward to complex.

Responsibilities

• Provide timely and accurate tier-one technical support for Netrix clients through incoming calls, instant messaging, and email queues.
• Document incidents and requests, including troubleshooting steps and results, in the ITSM system of record.
• Monitor tickets generated by monitoring systems for critical infrastructure problems, perform troubleshooting, and escalate issues following the proper process.
• Enforce system security guidelines, create user accounts, and manage access rights for clients.
• Deliver exceptional customer service and proactively educate clients on system operations and applications.
• Utilize the Knowledge Base to research, resolve, and respond to incidents and requests in a timely manner.
• Provide accurate troubleshooting and creative solutions to user problems of basic to moderately complex nature.
• Manage the incident process for all open incidents, ensuring timely resolution and customer satisfaction.
• Participate in User Account Management projects/tasks and provide onsite support at customer locations as required.
• Acquire and maintain knowledge of ITIL best practices for incident management.
• Assist in onboarding and training new employees and contribute to technical documentation for the knowledge base.
• Participate in team projects to enhance the quality and efficiency of the Service Desk.
• Communicate problem trends, unresolved issues, and escalations to Service Desk staff and management.
• Monitor Netrix corporate email for updates on maintenance, outages, and process changes.
• Collaborate with Netrix support professionals and clients for issue resolution, training, and process improvement.
• Work at least three holidays per year to provide required coverage of customer contact queues.

Requirements

• Must be physically based within the United States.
• College degree, technical school, or equivalent experience preferred.
• Excellent oral, organizational, and written communication skills.
• Minimum 1-3 years of experience in a Help Desk/Service Desk or other IT role.
• Experience with Outlook/O365 and Office applications within a network environment (permissions, calendar sharing, delegation, administration).
• Basic knowledge of PCs, operating systems, applications, networks, and hardware concepts.
• Strong analytical and problem-solving skills, with the ability to diagnose technical issues.
• Ability to multi-task, adapt to changes quickly, and work in a fast-moving environment.
• Self-motivated with a proven track record of maintaining high first-call resolution rates and exceeding performance metrics.
• Must use a personal mobile phone for MFA to access Netrix systems.
• May require a Biometric Background Check based on customer need.

Schedule

• Work shift and exact hours to be discussed during the interview process.
• Shifts may be 8 hours/day, 5 days a week, or 10 hours/day, 4 days a week, depending on business needs and candidate state residence.
• This is a 24/7 Service Desk environment; shifts may change over time and may require ongoing Saturday or Sunday coverage.

Benefits

• Competitive compensation package.
• Comprehensive group benefits to meet the needs of you and your family.
• Flexibility and time off when needed.
• Casual work environment.

Netrix Global is a mission-driven organization focused on providing holistic, integrated, and future-proof solutions for modern, data-driven businesses. We specialize in solutions for healthcare, manufacturing, government, education, financial services, and legal industries.