Job Summary:
Avispa is a leading university seeking a Service Desk Analyst to provide first-level technical support for various technologies. The role involves troubleshooting technical issues, maintaining documentation, and delivering exceptional customer service to end users.
Responsibilities:
โข Provide first-level technical support for hardware, software, operating systems, peripherals, networking, and productivity tools through phone, live chat, remote desktop, messaging, and other support channels.
โข Troubleshoot, resolve, install, configure, and upgrade computer systems, communication devices, and peripherals, escalating complex technical issues to higher-level support when appropriate.
โข Monitor and manage service requests, system alerts, work queues, backups, recovery activities, and user account access while maintaining accurate documentation of all customer interactions.
โข Apply IT security best practices, asset management procedures, and standard troubleshooting methodologies to ensure secure and efficient technology support.
โข Deliver outstanding customer service by communicating technical information clearly, professionally, and patiently while supporting users in a fast-paced environment.
Qualifications:
Required:
โข 3-4+ years of experience in a technical support or Service Desk role
โข Experience supporting Windows operating systems, desktop computers, peripherals, and networked computing environments
โข Experience installing, configuring, upgrading, and troubleshooting hardware and software
โข Familiarity with ITSM ticketing systems such as ServiceNow, Remedy, or Zendesk
โข Experience using remote desktop support tools
โข Excellent customer service skills with proven phone support experience
โข Ability to explain technical concepts clearly and patiently to end users
Preferred:
โข Experience supporting users in a higher education environment
Company:
At Avispa, we ensure our contractors are as satisfied as the companies we place them with. Founded in 2011, the company is headquartered in Truckee, USA, with a team of 51-200 employees. The company is currently Growth Stage.