Tier 1 Service Desk Analyst Contractor

2 months ago

Toronto, Canada IronOrbit Full time

**Rates are dependent on experience and certifications.**

**Applicants will need to complete a technical assessment within 48 hours if chosen to move forward in the interview process.**

**IronOrbit** is a technology company focused on bringing turnkey solutions to our hosted and managed clients. Our newest service offering, Workspaces
**, **is rapidly growing and we currently have new openings for our support team. We currently have openings for day, afternoon, and evenings. We have flexible scheduling, great benefits, and will pay for your technical certifications.

We need well-established technically minded people who understand the importance of the customer experience. Experts that thrive working with the latest technologies. Business savvy professionals that understand the importance of building trust and maintaining relationships.

As a
**Service Desk Analyst, **you are responsible for investigating the client’s issues by analyzing the symptoms, finding the root cause, resolving level 1 issues, while maintaining client communications through the process. Having a friendly, professional attitude is a must Work from home the role must be able to work independently with direction and guidance from your team leads and manager.

REQUIREMENTS:

- Perform basic troubleshooting on hardware, software, and network issues.
- Install, configure, and maintain hardware and software.
- Provide basic training to customers on software and hardware usage.
- Document and track customer issues using ticketing system.
- Maintain accurate inventory of hardware and software assets.
- Identify clients, collecting relevant information concerning requests and issues and create support tickets accurately
- Must have excellent verbal/written communication skills, as well as the ability to multi-task
- Ability to work under pressure, organize and prioritize tasks based on ITIL priority matrix
- Ability to meet individual KPI's such as a 15 minute average talk time, tickets closed, utilization, and first call resolution
- Other duties as assigned by management

QUALIFICATIONS:

- 2+ years experience in a structured IT Support environment (10+ team)
- 3+ years experience in Customer Service roles, can be outside of IT
- Associate’s degree and 1+ CompTIA certifications **a must**:

- Experience with remote support tools and network diagnostic tools
- STRONG ability to multi task and thrive in a fast paced environment
- IronOrbit is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. IronOrbit is committed to a diverse and inclusive workplace._

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