Service Desk Support Analyst

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🕒 2 days ago

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ePATHUSA, Inc.

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2005

🤖 Artificial Intelligence

🔒 Cybersecurity

Cloud Computing • Artificial Intelligence • Cybersecurity

ePATHUSA, Inc. is an IT services firm that specializes in delivering tailored digital transformation solutions, including cloud computing, custom software development, and data analytics. With over 18 years of experience, ePATHUSA helps both government and commercial clients modernize their IT infrastructures, enhance data security, and implement innovative AI-driven technologies. Their comprehensive service offerings also include IT staffing and workforce solutions aimed at optimizing business processes and operational efficiency.

📋 Description

• Provide timely and consistent IT phone-based user support. • Maintain high-quality end-user experience. • Meet real-time service objectives (RSOs). • Ensure proper documentation and escalation of incidents and requests. • Respond to incidents and service requests within defined RSOs. • Document troubleshooting steps and resolutions. • Escalate issues appropriately. • Maintain knowledge base accuracy. • Follow security and identity verification procedures. • Provide knowledge transfer.

🎯 Requirements

• High school diploma with 4 years experience in Technical Support roles / Associates degree with 2 years of experience / Bachelors degree with 4 years of experience • Knowledge of computer hardware, software, and mobile device components. • Knowledge of Windows, macOS, and mobile operating systems, including configuration and troubleshooting. • Knowledge of networking fundamentals such as TCP/IP, DNS, DHCP, and VPN. • Knowledge of Active Directory, Group Policy, and endpoint security tools. • Knowledge of ITIL best practices for incident and asset management. • Skilled in diagnosing and resolving complex hardware, software, and connectivity issues. • Skilled in prioritizing and resolving service tickets efficiently. • Skilled in communication and collaboration with users, technical staff, and management. • Skilled in analyzing and identifying trends or root causes of recurring technical issues. • Ability to identify potential IT security-related situations. • Ability to deliver high-quality, customer-focused technical support. • Ability to manage multiple priorities and meet deadlines in a dynamic environment.

🏖️ Benefits

• Paid Sick Time • Insurance for Medical, Dental, Vision and Life • Available 401(k) including Employer Match • HSA, Short-term & Long-term Disability Available