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