Operations Support Analyst /Tier 1 Help Desk

About the position Responsibilities • Identify, research, and resolve technical and procedural issues. • Respond to telephone calls, emails, tickets, and personnel requests for technical support. • Document, track, and monitor issues/tickets to ensure timely resolution. • Escalate unresolved issues/tickets to Tier II/III support. • Read and comprehend technical procedures and Standard Operating Procedures (SOPs). • Communicate accurate and useful status updates to users. • Manage and report time spent on all work activities. • Work independently and proactively with minimal supervision/direction. • Adapt to a rapidly changing environment and work flexible shift schedules. Requirements • 2 years of technical customer service experience or equivalent experience/education. • Strong understanding of computer systems, including hardware, software, and networks. • Excellent analytical abilities to identify, diagnose, and resolve customer issues. • Strong problem-solving abilities with skills in analyzing and resolving technical issues. • Strong analytical, interpersonal, and written/verbal communication skills. Nice-to-haves • Degree in a relevant field preferred or equivalent relevant experience in IT support. • ITIL certification preferred. • Network+, A+, or Security+ Certification preferred. • Experience with Ticketing Systems (ServiceNow preferred). Benefits • Flexible hybrid work schedule • Opportunity for professional development • Exposure to various technologies and systems Apply tot his job Apply To this Job