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Service Desk Analyst

Location

New York

Posted

75 days ago

Salary

$41.1K - $58.7K / year

Seniority

Senior

Associate Degree3 yrs expExperience acceptedEnglishLinuxServiceNow

Job Description

Service Desk Analyst

Gainwell Technologies

• Provide advanced technical support via phone, email, and chat, handling support requests from other Service Desk agents • Lead troubleshooting efforts for complex technical problems • Participate in an afterhours and weekend On Call rotation • Log and track all support requests in our ticketing system, ensuring accurate and detailed documentation • Develop and maintain knowledge base articles, FAQs, and other documentation • Identify and escalate recurring issues to appropriate teams • Contribute to the development and implementation of service desk best practices and procedures • Proactively monitor system performance and identify potential problems • Participate in project work related to IT service improvements • Communicate effectively with users at all levels, providing clear and concise explanations of technical issues and solutions • Maintain a positive and professional demeanor at all times • Participate in team meetings and training sessions

Job Requirements

  • Associate's or Bachelor's degree in IT or a related field preferred
  • 3+ years of experience in a technical support role, preferably in a service desk environment
  • Experience with ticketing systems (e.g., ServiceNow)
  • Understanding of computer hardware, software, networking concepts, and operating systems (Windows, Linux, Active Directory)
  • Extensive experience troubleshooting complex technical problems
  • Strong leadership and mentoring skills
  • Excellent communication skills, both written and verbal
  • Ability to work independently and as part of a team
  • Strong organizational skills and attention to detail

Benefits

  • generous, flexible vacation policy
  • educational assistance
  • comprehensive health benefits
  • 401(k) employer match
  • leadership and technical development academies

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