Service Desk Representative Senior Associate

Accountabilities

• Deliver high-quality technical support, resolving complex user issues, and contributing to technology improvements.
• Investigate, diagnose, and resolve complex technical issues involving applications, hardware, software, and end-user technology.
• Provide advanced technical support to internal users while following established service desk procedures and protocols.
• Manage assigned tickets, monitor issue progress, and ensure timely resolution while maintaining strong customer communication.
• Test software and hardware solutions to verify functionality, identify defects, and support successful technology deployments.
• Conduct analysis of recurring issues and recommend system or process improvements to reduce future problems.
• Collaborate with network teams, software developers, vendors, and technology partners to restore services and resolve root causes.
• Support implementation and upgrades of new or enhanced technologies by validating functionality and user impact.
• Create clear client communications and technical documentation based on issue analysis and resolution steps.
• Partner with business teams to address advanced technical needs and improve first-contact resolution rates.
• Provide guidance on applications, support procedures, and technology-related improvements based on user needs and operational insights.

Requirements

• Foundational experience in technical support, strong problem-solving capabilities, and the ability to communicate effectively with both technical and non-technical audiences.
• 0-2 years of relevant experience in IT support, service desk operations, software support, or related technology roles preferred.
• Strong troubleshooting and analytical skills with the ability to investigate and resolve technical issues.
• Knowledge of software systems, hardware testing, application support, and technology environments.
• Able to manage multiple support requests while prioritizing tasks effectively.
• Strong customer service mindset with the ability to communicate clearly and professionally.
• Comfortable collaborating with technical teams, business stakeholders, and external vendors.
• Detail-oriented approach with strong organizational and documentation skills.
• Able to learn new technologies, applications, and support processes quickly.
• Experience with software testing, system administration, or technical troubleshooting is a plus.
• Able to work independently with minimal supervision while maintaining quality and accountability.

Benefits

• Fully remote work opportunity within the United States.
• Comprehensive technology setup including laptop, monitors, headset, keyboard, and mouse.
• Monthly connectivity reimbursement to help offset internet costs for eligible remote employees.
• Opportunity to develop technical skills while supporting complex technology environments.
• Collaborative workplace focused on innovation, learning, and professional growth.
• Chance to contribute to meaningful technology improvements and user experiences.
• Competitive compensation based on experience and qualifications.