Service Desk Analyst, Level 1

Durham, NC

Full Time

Entry Level

JOB DESCRIPTION OVERVIEW
This person is responsible for providing first-level support for all incoming service desk support requests via phone, chat and email, supporting clients in the Life Sciences industry. This team member will be motivated to provide every client with an exceptional support experience and deliver above and beyond support across every interaction.

To be successful in role, you must be articulate, understand how to adjust your interaction style to a wide range of personalities, and always maintain an upbeat and positive demeanor.

POSITION RESPONSIBILITIES

Receives incoming support requests via phone, chat and email
Triage and create tickets in the ticketing system
Monitor and follow up on tickets in the service desk queue
Monitor and follow up on requests in the email queue
Provide resolution and assistance for standard operating system issues
Provide resolution and assistance to standard supported applications: Microsoft 365, Sharepoint, Chrome, Edge, and a variety of other supported applications and systems
Provide typical Level 1 support on ticket types including; password resets, printer mapping, file share mapping, calendar and email support, software updates and installations, user provisioning and similar support items
Assign tickets for escalation or resolution related IT groups

QUALIFICATIONS, SKILLS, AND EXPERIENCE

1-2 years’ experience in a support role
Excellent customer service skills
Bachelor’s degree
Excellent verbal and written communication skills
Experience with Microsoft 365
Ability to work independently and as part of a team
Ability to troubleshoot hardware and software problems
Industry recognized Help Desk Certification and/or help desk environment experience A PLUS
A+ certification or Network+ certification preferred
Experience in Healthcare or Life Sciences preferred
Mac OS support preferred
Located in Raleigh/Durham, NC area

Please note: This application may be reviewed in part by automated systems to help identify qualified candidates.

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