200+ applicants

Company

Original Job Post

DMI (Digital Management, LLC) · 3 days ago

Help Desk Analyst

United States

Full-time

Remote

Entry Level

2+ years exp

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Responsibilities

Identify, research, and resolve customer requests in relation to incident, problem, and change management procedures for various applications.

Document, track, and monitor end user requests through resolution.

Engage with end users to achieve a high level of customer satisfaction.

Assign username, password, and access right permissions for applications and client software.

Utilize various communication methods to provide support to end-users.

Troubleshoot technical issues and coordinate between different teams.

Operate and navigate through web-based systems and educate end users on procedures.

Coordinate with team members to maintain standard operation manuals.

Perform other duties as assigned.

Qualification

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Technical supportTechnological changesMicrosoft365Service desk tier systemITIL certificationServiceNowMulti-step directionsProblem-solvingAttention to detailCommunicationTime managementTeamworkSelf-motivated

Required

Associate's degree with two years' experience in a technical support role

Application Support Help Desk experience

Ability to demonstrate critical thinking and complex problem-solving skills with a strong attention to detail and accuracy. Able to work on assignments that are moderately difficult, requiring judgment in resolving issues

Excellent communication skills, both verbal and written, are required across both business and technical audiences

Ability to perform comfortably in a fast-paced, deadline-oriented work environment

Candidates must have strong time management skills. Entry-level position but a steppingstone for Jr. Developers, Business Analyst, or QA testers

Ability to keep up with technological changes and advancements

Ability to take multi-step directions

Ability to self-start on tasks

Ability to ask for help

Experience with Microsoft365 enterprise environment

Ability to work within a service desk tier system with a focus on teamwork

ITIL v3 or V4 certification

ServiceNow experience

Positive and self-motivated with the ability to change priorities on demand