Phone Analyst Tier 1

If you are interested in this position, please send your resume to Taylor Watson at Job Title: IT Help Desk Analyst Location: 100% Remote (must live in Tampa, FL or Louisville, KY) Duration: 6 months contract-to-perm Rate: $18-$20/hr

• Troubleshoots user inquiries regarding computer software or hardware operation to resolve problems.
• Maintains records of daily communication transactions, problems, and actions taken and follows up on any unresolved issues.
• Provides top quality customer service by assisting employees with problems that occur.
• Escalates problems to second level support when needed.
• Assists users with password resets.
• Trains new users on applications and IT policies and procedures.
• Submits request to vendors regarding equipment repairs.
• Ensures that the necessary shipment of equipment is done according to company policy.
• Other duties as assigned.

• High school degree or equivalent required.
• Associates Degree in Information Technology preferred.
• At least 6 months experience of IT troubleshooting, customer service, or phone support required.
• Professional Certifications such as MCSE, MCSA, A+, HDI, or ITIL preferred, but not required.
• Experience with Active Directory, remote desktop tools, and ticketing systems preferred.
• Experience with Microsoft Office 365 products and Windows 7/8/8.1/10 required.

• Ability to provide after-hours operations and on-call support (including, nights, weekends, and holidays) on a required rotating schedule.
• Ability to follow a defined work schedule and have reliable transportation.
• Strong technical, analytical, and critical thinking and problem-solving skills.
• Strong documentation skills preferred.
• Excellent communication skills and telephone protocol; professional verbal and written communication skills.

• This position requires the ability to sit and/or stand for long periods of time, standards mobility to maneuver from one location to another, regular lifting and carrying items weighing 20 lbs. or less.