ascend.mysmartpros

Compensation

Full Description

Job Title: Support Desk Analyst Location: Remote We are currently seeking candidates who meet the following qualifications. Responsibilities: • Provide first-level contact and support for users via phone, email, or chat. • Diagnose and resolve hardware and software issues. • Escalate unresolved issues to the appropriate internal teams. • Track and manage support tickets using a ticketing system (e.g., ServiceNow, Zendesk). • Maintain accurate documentation of issues and solutions. • Assist in onboarding/offboarding processes (accounts, devices, permissions). • Support desktop, laptop, mobile, and peripheral devices. • Provide excellent customer service and follow up on user issues. Qualifications: • Associate's or Bachelor's degree in IT, Computer Science, or a related field (or equivalent experience). • Experience as an IT support/help desk role. • Working knowledge of Windows and Mac operating systems. • Experience in Microsoft Office 365, Active Directory, and remote support tools. • Strong troubleshooting and problem-solving skills. • Excellent communication and interpersonal skills. • Ability to work independently and as part of a team. • IT certifications (e.g., CompTIA A+, ITIL, Microsoft Certified). • Experience with ticketing systems and knowledge base documentation. • Exposure to networking concepts and cloud environments. • Federal Experience is a plus. • Required Security clearance. If you meet these qualifications, please submit your application via link provided in Linkedin. Kindly do not call the general line to submit your application. Apply tot his job