IT Support Analyst

JOB DESCRIPTION: Pay s $20 hourly on W2 only.

• Remote position.
• Responsible for providing first-tier escalation support for Help Desk calls.
• Responds to requests and incidents and, whenever possible, implements a solution to provide first-call resolution for the end user.
• Assists end users by providing a mix of technical and customer service skills.
• Support is generally of a repeatable documented troubleshooting nature.
• Provides technical assistance and support for general and routine incoming queries related to End User devices, virtual private network connections and user access management. When necessary, escalates tickets to Sr IT Customer Service Analyst
• Performs remote software distribution via an endpoint management tool.
• Coordinates with field or corporate users to ensure that the software is distributed successfully and to the correct end users.
• Aids and troubleshooting of corporate and personal mobile devices.
• Manages incident and request, including escalation and assignment to appropriate support team.
• Creates and manages Master incidents in ServiceNow for IT Rapid Response Teams and Cybersecurity Incident Response teams. Writes, reviews, and maintains articles in ServiceNow knowledge base database.
• Works in a secure manner using two-factor authentication and other security measures as required.
• Participates in a 24/7 on-call rotation.
• Voices customer requirements into tasks and stories using Agile tools. Communicates with peers such that user tasks and stories are clearly understood by all stakeholders.
• Performs work under the direct supervision of a Manager.
• Experience with Microsoft Windows operating systems and software, client and mobile computing hardware, peripherals, and general End User device troubleshooting and problem resolution.
• Incident and request management using ServiceNow experience is strongly preferred.
• Demonstrated effective interpersonal, verbal, and written communication skills.
• Demonstrated experience communicating professionally with End Users in problem / urgent situations.
• Demonstrated ability to apply logical reasoning to situations and derive workable solutions to low complexity problems.