[Remote] IT Operations Support Analyst Tier 1

Note: The job is a remote job and is open to candidates in USA. Cellular Sales is seeking an IT Operations Support Analyst I to provide customer-focused technical support to internal end users. The role triages and resolves hardware, software, and administrative issues, documents service requests, supports proprietary and third-party applications, and escalates complex problems while traveling periodically to headquarters and retail locations.

Responsibilities

• Responsible for handling user requests that come in via phone and IT service management system with white-glove customer service experience
• Answers, evaluates, and prioritizes service requests received via multiple service channels which can include ticketing systems, phones, and chat for users’ various needs
• Act as customer advocate, researching, troubleshooting and pushing for thorough resolution of issues in a timely manner
• Responsible for communicating plans, progress, and issues in a timely manner to appropriate personnel, including follow-up to end users
• Responsible for recording issues using standard ticketing system and maintain historical records for related problem documentation
• Troubleshoot and support proprietary software programs as well as third party software and applications
• Troubleshoot hardware in a retail or business environment which can include but not limited to desktops, laptops, tablets, payment terminals, and store technology
• Supports VIP level requests with elevated customer service
• Available to travel to headquarters and retail locations periodically for training or special projects
• Responsible for adhering to company documented processes and reporting discrepancies to appropriate personnel

Skills

• High School diploma or equivalent experience required
• AS degree in technical field
• 1-year minimum verifiable technology support
• Industry N+ / A+ / S+ certifications
• Experience with Microsoft and IOS operating systems
• Experience with Active Directory
• Basic knowledge of Networking

Benefits

• Remote work environment
• Full-time position
• May have an opportunity for additional hours based on projects or business needs

Company Overview

Cellular Sales is a people-first Verizon Authorized Retailer committed to service, growth, and genuine connection. It was founded in 2020, and is headquartered in Houston, Texas, USA, with a workforce of 5001-10000 employees. Its website is https://cellularport.com/.

Company H1B Sponsorship

Cellular Sales has a track record of offering H1B sponsorships, with 1 in 2023. Please note that this does not guarantee sponsorship for this specific role.