IT Service Desk Analysts

Maven is hiring for Remote IT Service Desk Analysts that will provide Tier 1 IT support to inquiries made through the Service Desk. Production support includes: network, security, internally developed applications, and corporate systems and employees. Job Responsibilities: · Providing exceptional service and solutions through to users of our customers IT Service Desk; working directly with users in a friendly, helpful way, including reaching out to them for resolution, building trust, and educating them in a way that addresses trends; and regional users are completely satisfied with IT support services · Answering inbound help desk calls, tickets and emails from corporate users, and resolving the majority of technical issues from the playbook · Supporting enterprise production support process for reporting, evaluating, resolving incidents · Leveraging Salesforce as a ticketing tool · Reviewing tools, calls, and reports to define trends of issues that can be resolved with people, process or systems · Reporting on metrics like call volume, call types, technical talk time · Contributing to improving the help desk process, and reducing trends to drive down overall incident volume · Serving as liaison to various departments within to provide assistance and access to information, or systems, when issues arise · Complete daily help desk checklist summarizing handoff tickets, policies and settlements · Lead specialists may also act as manager on call. Requirements: · Strong customer service, organization, and communication skills · Strong process management skills · Ability to understand software, hardware, telephony and connectivity · Ability to acquire data · Ability to multi-task · Ability to focus on objectives while being detail-oriented · Ability to work independently · Strong problem-solving skills · Ability to work effectively with colleagues · Ability to listen effectively and communicate with candor and honesty · 1-2 years in IT Support (Service Desk preferred and/or Deskside experience · Experience in supporting multi-site and/or supporting or deploying systems preferred · Experience using Service Desk ticketing system to track incidents/requests · Experience win Medium/large support environments · Certifications such as A+, HDI, ITIL, Network +, Microsoft certs helpful but required · Experience supporting: Windows OS, MacOS, VOIP Support, Hardware Troubleshooting/Support (Laptop, Desktop Peripherals), MFA, Active Directory, MS Office/Office 365 Support, Smartphone OS, Corporate LAN/WIFI Support