Note: The job is a remote job and is open to candidates in USA. Long View Systems is a dynamic IT provider focused on collaboration, innovation, and service excellence. The Service Desk Analyst will provide Tier I support for IT and communications systems, document and troubleshoot customer issues, escalate incidents when needed, and contribute to improving service delivery.
Responsibilities
- Submit fully documented customer issues into a ticket management system
- Analyze the symptoms, determine the urgency and where possible, provide resolution to the issue
- Dispatch an incident to the appropriate Tier II support group when first call resolution is not possible, and manage the incident through its lifecycle
- Understand and assist with all internal and external escalations
- Continue to look for process improvement opportunities, and follow up with peers and leads in improving service delivery
Skills
- 1-3+ years of experience in a technical support role providing tier I support in a service desk or help desk role
- Proven ability to troubleshoot and resolve technical and procedural issues
- Ability to adapt to fluctuating customer needs and manage high stress situations while reacting quickly and professionally
- Capability to establish rapport among peers and colleagues
- Proven ability to provide superior customer service both on and off of the phone
- Ability and willingness to work an overnight shift
Benefits
- Open to remote work for the Houston branch role
- Comprehensive benefits package from day one for eligible full-time employees who work 30 or more hours per week
- 3 weeks’ vacation to start
- Recognition programs
- Medical insurance, with employee cost sharing
- Prescription coverage, with employee cost sharing
- Dental insurance, with employee cost sharing
- Vision insurance, with employee cost sharing
- Group life insurance at no cost to eligible employees
- Accidental death and dismemberment insurance at no cost to eligible employees
- Short-term disability insurance at no cost to eligible employees
- Long-term disability insurance at no cost to eligible employees
- Supplemental life insurance available through payroll deductions
- Flexible Spending Accounts available through payroll deductions
- Accident insurance available through payroll deductions
- Critical illness insurance available through payroll deductions
- Health Savings Account (HSA), with LVS contributing $500 per plan year
- Retirement Savings 401(k), with LVS contributing 5% of previous year’s W2 earnings
- ROTH retirement savings plan
- Discount Program
- Employee Assistance Program
- Employee resource groups
- Company-wide training, including training on reducing unconscious bias
Company Overview