it service desk analyst

Adams 12 Five Star Schools

<div></div><div><ul><div><div>JobID: 14293</div></div><br>
<p></p><div><div><b>
Position Type:</b><br>
 Information Technology<br>
</div><div><b>
Date Posted:</b><br>
 3/18/2026<br>
</div><div><b>
Location:</b><br>
 Educational Support Center<br>
</div><div><b>
Closing Date:
</b><br>
 03/25/2026</div><div><b><br>
FULL SALARY RANGE</b>: Level 1 (minimum: $56,958 - mid-point: $71,197 - maximum: $85,437)<br>
The maximum placement for new hires is based upon experience and typically does not exceed the mid-point of the range.<br>
<b>STANDARD HOURS PER WEEK</b>: 40<br>
<b>FTE</b>: 1.0<br>
<b>JOB CODE</b>: 101125<br>
<b>POSITION TYPE:</b> Replacement<br>
<b>LOCATION</b>: Thornton, CO<br>
<br>
<b>SUMMARY</b>: Responsible for the Service Desk Analyst role covering support aspects of technology for district users. Duties include remotely resolving Tier 1 support requests, managing walk-in customer service needs and escalating requests that require more advanced or specialized expertise. Accurately document all requests in detail for troubleshooting, escalation, and reporting purposes. Perform work duties within established policy and documented work procedures. Participate in continuous improvement efforts. Exemplify Customer Service in all interactions.<br>
<br>
<b>ESSENTIAL DUTIES AND RESPONSIBILITIES:</b> To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.<br>
<br>
<b>JOB TASKS:</b><br>
1. Provide technology support for IT Service Desk and Family Technical Support requests submitted via phone, online or walk-up. Provide solutions, offer workarounds and/or give guidance to resolve requests directly with the customer on first contact where possible. Troubleshoot Tier 1 requests, including account login and multifactor authentication, video conferencing tools, application, network connectivity, operating system, device driver and other documented issues within established guidelines. Document problem description and actions taken in detail. When necessary, accurately escalate and route tickets that require more specialized or advanced support resources.<br>
2. Perform Service Desk Identity and Access Management (IAM) tasks to ensure that appropriate and timely access is granted to new hires, job transfers, and employee and contractor terminations within established guidelines.<br>
3. Receive, log, handle preliminary communications and properly route calls and requests for the larger IT team and other organizational stakeholders. If necessary for the best Customer Service, maintain ownership of the resolution and customer interaction while other staff resolve the technical issues. Ensure that requests are properly closed out with the customer,<br>
4. Own the Customer Service experience for all issues resolved on the IT Customer Service Team. Maintain ownership and advocate for the customer on issues that do not have a clear responsible party until successful resolution is received. Ensure that requests are properly closed out with the customer.<br>
5. Coordinate hardware repair issues with third-party vendors; notify vendors of necessary repairs/parts and maintain accurate records of requests. Check-in/scan all new devices. Process departmental RMA's (return merchandise authorizations) and other items for shipping. Accurately document expenditures on non-warranty repairs.<br>
6. Identify, document and advocate for continuous process improvement as opportunities arise. Assist the Service Desk Team Lead in creating documentation for new technologies and processes.<br>
7. Perform other job related duties as assigned.<br>
<br>
<b>EDUCATION AND RELATED WORK EXPERIENCE</b>:<br>
<ul><li>Associate's degree in computer science, information systems or another technical field or equivalent work experience required.</li><li>Minimum of two (2) years of Customer Service experience with a variety of computer hardware, software and operating systems.</li></ul><br>
<b>
LICENSES, REGISTRATIONS or CERTIFICATIONS</b>:<br>
<ul><li>Criminal background check required for hire.</li><li>Industry recognized technical certifications preferred in areas such as ITIL, HDI, Microsoft, CompTIA A+ or others.</li></ul><br>
<b>
APPLICATION INFORMATION</b>: All applicants (current district employees and external applicants) should list any and all work experience, including current district experience, when completing the employment application. Please include job titles and duties that you held while doing that job. Since the Human Resource department uses the application to screen for minimum qualifications required for each job, it is important to have a complete application so you will be considered for the position you are applying for.</div><div><b><br>
SALARY INFORMATION</b>: The salary listed is for full time positions (1.0 FTE). This salary will be adjusted, as needed, based upon the FTE. Administrative employees' salary will be commensurate on the employees' education and/or work experience. For additional information, please review our Administrative Compensation Program or review our Administrative Salary Schedule.<br>
<br>
<b>BENEFITS INFORMATION</b>: Adams 12 Five Star Schools is committed to providing an environment that promotes a healthy employee population able to serve our students at the highest level. We offer a comprehensive benefits package including medical, dental, vision and life insurance as well as other programs for benefit eligible employees. The employee assistance program, voluntary life insurance through PERA, and 401(k), 403(b) &amp; 457(b) plans are available to all employees regardless of hours worked and are available immediately (upon hire date).<br>
To learn more about our benefits, including paid time off, please see our Benefits Overview.<br>
<br>
THIS POSTING IS NOT INCLUSIVE OF THE JOB DESCRIPTION.<br>
Rev 3/26</div></div></ul></div><p></p>

IT Service Desk Analyst - Tier 1

technology&

<div>
 <p>
  <strong>
   Help Desk Analyst &ndash; IT / Operations Support (Remote)
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Location:
  </strong>
  Remote (Candidates must be present and authorized to work in the USA)
 </p>
 <p>
  <strong>
   Employment Type:
  </strong>
  On‑Call / Flexible Support
 </p>
 <p>
  <strong>
   Hourly Rate:
  </strong>
  Competitive
  <strong>
  </strong>
 </p>
 <p>
  <strong>
   Start Date:
  </strong>
  April 2026
 </p>
 <p>
  <strong>
   Positions Available:
  </strong>
  Multiple
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Position Summary
  </strong>
 </p>
 <p>
  Technology&amp; is hiring
  <strong>
   Help Desk Analysts
  </strong>
  to support
  <strong>
   either of its IT or Operations help desks
  </strong>
  for a large multinational client. The role involves providing
  <strong>
   first-line support to users by responding to inquiries, troubleshooting issues, and ensuring excellent customer service
  </strong>
  across various communication channels, including phone, email, and chat.
 </p>
 <p>
  <br/>
 </p>
 <p>
  This position is part of a flexible remote support pool where candidates will receive paid training.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Candidate Profile
  </strong>
 </p>
 <ul>
  <li>
   Excellent communication skills with strong customer service orientation.
  </li>
  <li>
   Ability to remain calm, patient, and professional when handling customer inquiries.
  </li>
  <li>
   Strong listening skills with an empathetic and positive communication style.
  </li>
  <li>
   Detail‑oriented with strong organizational and time‑management skills.
  </li>
  <li>
   Proficiency in Microsoft Office tools including Word, Excel, and PowerPoint.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Responsibilities
  </strong>
 </p>
 <ul>
  <li>
   Respond professionally to customer inquiries via phone, email, or chat.
  </li>
  <li>
   Provide Tier 1 help desk support for IT systems or operational services.
  </li>
  <li>
   Assist students, staff, parents, or other stakeholders with inquiries and service requests.
  </li>
  <li>
   Log and track incidents, service requests, and inquiries using CRM and ITSM.
  </li>
  <li>
   Research solutions using knowledge bases, workflows, and predefined scripts.
  </li>
  <li>
   Diagnose issues and provide initial troubleshooting or guidance to resolve problems.
  </li>
  <li>
   Escalate complex or priority issues to Team Leads or appropriate Tier 2/3/4 support.
  </li>
  <li>
   Maintain accurate records of interactions, resolutions, and actions taken.
  </li>
  <li>
   Follow quality standards, service level expectations, and operational procedures.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Equal Opportunity Employer
  </strong>
 </p>
 <p>
  Technology&amp; is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, gender, sexual orientation, age, disability, national origin, or any other legally protected status. We are committed to creating a diverse and inclusive workplace.
 </p>
</div>


Help Desk Analyst

Softrams

<p>Softrams, a Tria Federal company, prides itself in leading the charge for innovation and transformation in the federal government space. We offer technological implementations and build customer-centric services that are simple, intuitive, and usable across multiple industries. By partnering with federal agencies, our specialized digital services are reimagining and reshaping the digital landscape to bring positive change for millions of Americans.</p><p>Softrams, acquired in November 2024, forms the core of Tria Federal&rsquo;s new Public Health business unit. Tria Federal (Tria) delivers mission-critical technical expertise and digital services informed by deep customer expertise to Health and Public Safety agencies across the federal sector.</p><p>At Tria, we are a dynamic professional community driven by a mission rooted in service to colleagues, customers, and the community. Tria invests in its employees with a top-tier benefits package to support their physical, mental, and financial well-being.</p><p><b>Job Description:</b></p><p>We are looking for a highly skilled <b>bilingual (English/Spanish speaking) part-time Tier 1 Customer Support Analyst</b> to deliver high quality support to our user community. This role will be responsible for providing initial support to all incoming inquiries delivered through a variety of communication mediums involving a variety of support requests. The ideal candidate should be highly focused, detail oriented, and able to multitask in a fast-paced federal healthcare information technology environment. If you are looking for challenges, problem solving, and working with the latest in technology then Softrams has a spot for you.</p><p><b>Basic Requirements:</b></p><ul><li>Ability to obtain a U.S. Federal Position of Trust clearance designation.</li><li>Must reside in and be able to perform work in the United States.</li><li>Must have lived in the United States for 3 of the last 5 years.</li><li>One or more years of proven experience in an IT service desk or customer service environment.</li></ul><p><b>Additional Bonus Qualifications:</b></p><ul><li>Experience using Help Desk ticketing systems and tools in a federal healthcare space (Centers for Medicare and Medicaid Services).</li><li>Possess the motivation and initiative to adhere to timelines, Service Level Objectives, and manage incoming volumes.</li><li>Demonstrate the adaptability and flexibility to ensure proper staffing requirements during established Help Desk Hours.</li><li>Thrive in a collaborative environment and maintain a positive, professional demeanor.</li><li>Excellent verbal and written communication skills.</li><li>Previous experience working on a Federal Service Desk project.</li><li>ServiceNow knowledge or experience is a big plus.</li><li>Experience with cloud-based Call Center Software, specifically CXone.</li><li>Knowledge and/or experience of Agile methodologies in a Service Desk environment.</li><li>Experience with utilizing Atlassian tools like JIRA and Confluence.</li></ul><p><b>Responsibilities:</b></p><ul><li>Provide administrative and technical support for the Center for Medicare &amp; Medicaid Services (CMS) Technical Help Desk.</li><li>Resolve incoming support requests and inquiries from customers. Requests include, but are not limited to, system access and/or account issues, system functionality and/or availability, and other inquiries received through various mediums such as phone, email, and other electronic submission methods.</li><li>Review incoming Help Desk inquiries in a timely manner with a focus on delivering a first contact resolution.</li><li>Adhere to established Help Desk workflows to ensure proper triage, research and escalation protocols are followed.</li><li>Track incoming support requests from customers using a CMS‐approved tool (ServiceNow).</li><li>Notify customers of system status such as planned and unplanned outages, service disruptions, and reduced functionality.</li><li>Collaborate with Help Desk leadership and other teams to communicate potential issues affecting volumes.</li><li>Support the development, management and use of customer support scripts.</li><li>Assist with the preparation or maintenance of standard operating procedures and protocols.</li></ul><p><i><b>Public Trust Clearance:</b></i></p><p><i>Many of our roles require the hired candidate to go through public trust clearance. A minimum of 3 years of stay in the U.S. within the last 5 years is required to be eligible to qualify for public trust clearance sponsorship.</i></p><p><i><b>Work Location:</b></i></p><p><i>Headquartered in Arlington, VA, we also have a primary office in Baltimore, MD for those who prefer to work on-site. However, with employees spread across 40+ states, we have many remote roles.</i></p><p><b>Why Tria?</b></p><p>What defines the Tria brand is more than just our dedication to excellence in our craft; it&rsquo;s our incredible team of dedicated, talented, and passionate people that make Tria so exceptional. As people powering possible, we are all partners in our team&rsquo;s shared success.</p><p>As a company that cares about people, we seek to cultivate a culture in which all can thrive personally <i>and</i> professionally. We offer a top-tier benefits package to invest in your physical, mental, and financial health and wellness so that you can be your best self - at work <i>and</i> in life. At Tria, we are growth-minded, entrepreneurial in spirit, and committed to fostering a culture of inclusion and opportunity for all. Whatever your background, your role, your department, or stage in your professional journey, here you will have opportunities to learn new skills, seize new challenges, and advance your career as we grow</p><p><i><b>EEO Statement:</b></i></p><p><i>Softrams, a Tria Federal Company, is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Softrams is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, or to participate in the job application or interview process, contact the Talent Acquisition Team at recruiting@softrams.com</i></p><p>Pay: From $18.00 per hour</p><p>Benefits:</p><ul><li>Paid time off</li></ul><p>Work Location: On the road</p>

Bilingual IT Customer Service Representative

Era Projects

<p><b>Job Summary:</b><br/>We are looking for a <b>Service Desk Technician</b> who is locally available in Bahrain and can join immediately. The ideal candidate should have experience in IT support, PBX systems, and CCTV systems, with strong troubleshooting and customer support skills. This role involves handling technical support requests, resolving system issues, and ensuring smooth operation of IT and security systems.</p><p><b>Key Responsibilities:</b></p><ul><li>Provide first-level technical support for IT systems, PBX telephony systems, and CCTV systems</li><li>Troubleshoot hardware, software, and network-related issues</li><li>Assist with installation, configuration, and maintenance of PBX and CCTV systems</li><li>Respond to service desk tickets, calls, and technical support requests</li><li>Diagnose and resolve technical problems either remotely or on-site</li><li>Escalate complex technical issues to senior engineers when necessary</li><li>Maintain records of incidents, service requests, and resolutions</li><li>Ensure timely follow-up and closure of support tickets</li><li>Support system updates, maintenance, and routine checks</li></ul><p><b>Requirements:</b></p><ul><li>Previous experience in a <b>Service Desk, IT Support, or Technical Support role</b></li><li>Knowledge of <b>PBX systems, CCTV systems, and basic networking</b></li><li>Familiarity with computer hardware, operating systems, and troubleshooting</li><li>Strong problem-solving and communication skills</li><li>Ability to manage multiple support requests and prioritize tasks</li><li>Must be <b>locally available in Bahrain</b> and able to <b>join immediately</b></li></ul><p><b>Preferred Qualifications:</b></p><ul><li>Diploma or Bachelor&rsquo;s degree in <b>Information Technology, Electronics, Telecommunications, or related field</b></li><li>Experience with <b>IP PBX systems, network-based CCTV systems, and helpdesk tools</b></li><li>Basic understanding of <b>LAN/WAN networking</b></li></ul><p>Job Types: Full-time, Permanent</p>

SERVICE DESK TECHNICIAN

Centurion Consulting Group

<p></p><div><div><div><div><div><div><div><div><p><b>Job ID: </b>5611
</p><p><b>City: </b>Woodlawn
</p><p><b>State:</b> MD
</p><p><b>Job Type:</b>
</p><p><b>Compensation:</b> $90,000 to $110,000
</p></div><div><div>Centurion is looking to hire a CCaaS Tier 2 Support Analyst for a long term federal government role. This position is open to GC or USC only. This is onsite in Woodlawn, MD.<br>
<br>
An AWS Connect Helpdesk role blends the core duties of an IT helpdesk agent with the specific tools and workflows of AWS Connect, Amazon&rsquo;s cloud-based contact center platform. The day-to-day responsibilities typically include:</div><div>
</div><div>
1. Responding to Support Requests</div><div>
</div><div>
Answering user inquiries via phone, email, chat and ServiceNow tickets</div><div>
Provide first-level (Level 1) support for common issues, escalating complex cases to higher-tier teams</div><div>
Create, modify, and remove user accounts in AWS Connect and related systems.</div><div>
Manage permissions, roles, and access controls for agents and supervisors</div><div>
Assist with helping users obtain system access in training sessions.</div><div>
Participate in various tasks and projects as needed</div><div>
</div><div>
2. Troubleshooting and Problem Resolution</div><div>
</div><div>
Diagnose and resolve issues related to AWS Connect features, phone systems, and integrations.</div><div>
Troubleshoot hardware, software, and network problems affecting call routing, recording, or agent performance</div><div>
Follow up on unresolved tickets to ensure full resolution and user satisfaction.</div><div>
Contribute to updating knowledge base articles based on recurring issues.</div><div>
</div><div>
3. Escalation and Coordination</div><div>
</div><div>
As a Tier 2, will be receiving Tier 1 escalations</div><div>
Coordinate with Tier 3, as needed, to get ticket resolution</div><div>
</div><div>
REQUIRED SKILLS:</div><div>
</div><div>
3+ years of Help Desk/Desktop support experience.</div><div>
3 years of experience working with laptops running Microsoft Windows OS and Office365 suite.</div><div>
2 years of experience providing Tier 2 IT support services to customers.</div><div>
2 years of experience using an IT Service Manager application for logging tickets and requests.</div><div>
Must have strong communication and customer service skills.</div><div>
Good Interpersonal skills that demonstrate the ability to communicate with customers.</div><div>
</div><div>
Afternoon shift will be from 2:30pm-10:00pm or 1:30-9:00pm. Actual work hours to be finalized by the CCaaS Service Manager.</div><div>
</div><div>
**Selected candidate must be able to obtain and maintain a public trust clearance**</div><div>
**Selected candidate must be willing to work on-site in Woodlawn, MD 5 days a week**</div><div>
</div><div>
Bachelor's Degree and 3 years of experience, Master's Degree and 1 year of experience OR 7+ years of experience in lieu of a degree.</div><div>
Experience with using ServiceNow IT Service Management.</div><div>
Excellent communication and interpersonal skills with the ability to collaborate effectively with customers.</div><div>
Flexible and positive attitude with interest in learning new technical skills. Strong problem-solving skills and the ability to work in a fast-paced environment.</div><div>
Strong understanding of IVR terminology and services.</div><div>
Provide guidance and mentor Tier 1 Support Analysts.</div><div>
High level of organization, reliability, and independence.</div><div>
Passion and understanding of technology.</div><div>
Strong written and verbal communication; ability to engage customers and respond effectively to questions.</div><div>
Self-starter, highly motivated individual who adapts to a dynamic work environment.</div><div>
Strong attention to detail with an ability to operate effectively across multiple priorities.</div><div>
Prior Federal government experience.</div></div></div></div></div></div></div></div></div>

CCaaS Tier 2 Support Analyst - Afternoon Shift

Capital Health (US)

<div>
 Capital Health is the region's leader in providing progressive, quality patient care with significant investments in our exceptional physicians, nurses and staff, as well as advanced technology. Capital Health is a dynamic health care resource accredited by the DNV that includes two hospitals, an outpatient center, satellite ED, and an expansive network of primary and specialty care. Capital Health Medical Group is made up of more than 600 physicians and other providers who offer primary and specialty care, as well as hospital-based services, to patients throughout the region.
 <br/>
 <br/>
 Capital Health recognizes that attracting the best talent is key to our strategy and success as an organization. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we can attract the best candidates.
 <br/>
 <br/>
 The listed pay range or pay rate reflects compensation for a
 <strong>
  full-time equivalent (1.0 FTE)
 </strong>
 position. Actual compensation may differ depending on assigned hours and position status (e.g., part-time).
 <br/>
 <br/>
 <strong>
  Pay Range
  <br/>
  <br/>
 </strong>
 $23.09 - $30.01
 <br/>
 <br/>
 <strong>
  Scheduled Weekly Hours
  <br/>
  <br/>
 </strong>
 40
 <br/>
 <br/>
 <strong>
  Position Overview
  <br/>
  <br/>
 </strong>
 SUMMARY (Basic Purpose of the Job)
 <br/>
 <br/>
 The IT Service Analyst 1 provides first-line technical support via phone, email, and chat, assisting end-users with hardware, software, application, network, telecom, and access management issues. This role is the first point of contact for IT service requests, ensuring timely resolution, escalation when necessary, and excellent customer service.
 <br/>
 <br/>
 <strong>
  Minimum Requirements
  <br/>
  <br/>
 </strong>
 Education:Associate degree in Information Technology, Computer Science, or a related field preferred. Equivalent work experience in IT support roles may be considered.
 <br/>
 <br/>
 Experience:2-3 years of prior experience in IT service desk, remote support, or technical troubleshooting is a plus. Required: CompTIA A+ (must be obtained within 6 months of hire). Preferred: ITIL Foundation, Microsoft Modern Desktop Administrator, Network+
 <br/>
 <br/>
 <strong>
  Other Credentials
  <br/>
  <br/>
 </strong>
 Knowledge and Skills:Basic understanding of Windows, macOS, and mobile operating systems (iOS/Android). Familiarity with Active Directory, password resets, user access management, and IT security best practices. Basic knowledge of VoIP phone systems, telecom troubleshooting, and mobile device management (MDM). Strong problem-solving abilities and troubleshooting skills. Excellent communication and customer service skills for phone-based support. Ability to log, prioritize, and escalate IT incidents and requests efficiently.
 <br/>
 <br/>
 <strong>
  Special Training
  <br/>
  <br/>
 </strong>
 Mental, Behavioral and Emotional Abilities:
 <br/>
 <br/>
 <strong>
  Usual Work Day
  <br/>
  <br/>
 </strong>
 Reporting Relationships
 <br/>
 <br/>
 Does this position formally supervise employees? No
 <br/>
 <br/>
 If set to YES, then this position has the authority (delegated) to hire, terminate, discipline, promote or effectively recommend such to manager.
 <br/>
 <br/>
 <strong>
  Essential Functions
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
  </li>
  <li>
   Serves as the first point of contact for IT support inquiries via phone, email, and chat.
  </li>
  <li>
   Provides basic troubleshooting for desktops, laptops, mobile devices, and enterprise applications.
  </li>
  <li>
   Resolves password resets, account lockouts, and access management issues.
  </li>
  <li>
   Troubleshoots telecom issues such as VoIP phone connectivity, call routing, and softphone applications.
  </li>
  <li>
   Logs all support interactions in the IT ticketing system, ensuring detailed documentation.
  </li>
  <li>
   Escalates complex issues to higher-tier IT teams when necessary.
  </li>
  <li>
   Assists users in self-service troubleshooting and knowledge base utilization.
  </li>
  <li>
   Ensures timely resolution of tickets and maintains high customer satisfaction.
   <br/>
   <br/>
  </li>
 </ul>
 PHYSICAL DEMANDS AND WORK ENVIRONMENT
 <br/>
 <br/>
 Frequent physical demands include: Sitting , Reaching forward , Wrist position deviation , Pinching/fine motor activities , Talk or Hear
 <br/>
 <br/>
 Occasional physical demands include: Standing , Walking , Climbing (e.g., stairs or ladders) , Carry objects , Push/Pull , Twisting , Bending , Reaching overhead , Squat/kneel/crawl
 <br/>
 <br/>
 Continuous physical demands include: Keyboard use/repetitive motion
 <br/>
 <br/>
 Lifting Floor to Waist 10 lbs. Lifting Waist Level and Above 10 lbs.
 <br/>
 <br/>
 Sensory Requirements include: Accurate Near Vision, Accurate Far Vision, Accurate Color Discrimination, Accurate Depth Perception, Accurate Hearing
 <br/>
 <br/>
 Anticipated Occupational Exposure Risks Include the following: N/A
 <br/>
 <br/>
 <strong>
  This Position Is Eligible For The Following Benefits
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Medical Plan
  </li>
  <li>
   Prescription drug coverage &amp; In-House Employee Pharmacy
  </li>
  <li>
   Dental Plan
  </li>
  <li>
   Vision Plan
  </li>
  <li>
   Flexible Spending Account (FSA)
  </li>
  <li>
   Healthcare FSA
  </li>
  <li>
   Dependent Care FSA
  </li>
  <li>
   Retirement Savings and Investment Plan
  </li>
  <li>
   Basic Group Term Life and Accidental Death &amp; Dismemberment (AD&amp;D) Insurance
  </li>
  <li>
   Supplemental Group Term Life &amp; Accidental Death &amp; Dismemberment Insurance
  </li>
  <li>
   Disability Benefits &ndash; Long Term Disability (LTD)
  </li>
  <li>
   Disability Benefits &ndash; Short Term Disability (STD)
  </li>
  <li>
   Employee Assistance Program
  </li>
  <li>
   Commuter Transit
  </li>
  <li>
   Commuter Parking
  </li>
  <li>
   Supplemental Life Insurance
  </li>
  <li>
   Voluntary Life Spouse
  </li>
  <li>
   Voluntary Life Employee
  </li>
  <li>
   Voluntary Life Child
  </li>
  <li>
   Voluntary Legal Services
  </li>
  <li>
   Voluntary Accident, Critical Illness and Hospital Indemnity Insurance
  </li>
  <li>
   Voluntary Identity Theft Insurance
  </li>
  <li>
   Voluntary Pet Insurance
  </li>
  <li>
   Paid Time-Off Program
   <br/>
   <br/>
  </li>
 </ul>
 The pay range listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining base salary and/or rate, several factors may be considered including, but not limited to location, years of relevant experience, education, credentials, negotiated contracts, budget, market data, and internal equity. Bonus and/or incentive eligibility are determined by role and level.
 <br/>
 <br/>
 The salary applies specifically to the position being advertised and does not include potential bonuses, incentive compensation, differential pay or other forms of compensation, compensation allowance, or benefits health or welfare. Actual total compensation may vary based on factors such as experience, skills, qualifications, and other relevant criteria.
</div>


IT Service Analyst I

XTIUM

<div>
 <em>
  The XTIUM global team is made up of a group of diverse and talented professionals who are all driven by the same goal: excellence and continuous improvement. We are all about embracing challenges, keeping the lines of communication open and working together. We take ownership of our work, focus on learning and growing and hold ourselves accountable to our colleagues and customers. Together, we strive to push boundaries, make an impact and inspire each other to reach our full potential.
  <br/>
  <br/>
 </em>
 <strong>
  Job Description
  <br/>
  <br/>
 </strong>
 At XTIUM, we don&rsquo;t just build IT solutions&mdash;we build careers. Our culture is designed to empower individuals to achieve their best while making a real impact. You&rsquo;ll have the opportunity to connect with our leadership team, embrace challenges, and celebrate success in a dynamic, fast-paced environment. If you&rsquo;re passionate, driven, and eager to grow, XTIUM is where your potential meets opportunity. Our team members are the driving force behind our success, and we&rsquo;re looking for passionate, resilient individuals eager to grow and make a meaningful impact. If you&rsquo;re ready to contribute and help shape the future, XTIUM is the place for you.
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 <strong>
  About The Team
  <br/>
  <br/>
 </strong>
 XTIUM&rsquo;s 24/7 global Enterprise Service Desk is a collaborative team of IT professionals dedicated to providing exceptional end user technical support. We are striving to be more than just a high performing service desk, but relentlessly seeking to deliver a premium, customer-centric service offering unlike any other, resulting in seamless issue resolution, hospitality focused customer experience, and customers who evangelize the XTIUM brand and offering. We are unapologetically pushing the boundaries on what an Enterprise Service Desk can do to transform the digital transformation experience for end users.
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 <br/>
 <strong>
  About The Role
  <br/>
  <br/>
 </strong>
 As a Service Desk Technician, you will play a critical role in providing first-line technical support to our client end-users. This includes resolving a wide range of IT issues, such as hardware and software troubleshooting, account management, and password resets, while providing prompt and courteous assistance via phone, email, and chat. You will utilize and contribute to the internal knowledge base to resolve common issues efficiently and escalate complex issues to higher-level support when necessary. Additionally, you will actively participate in team training and development initiatives to enhance your performance, technical skills, and contribute to providing a &ldquo;white glove&rdquo; customer experience.
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 <strong>
  Job Responsibilities
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  <br/>
 </strong>
 <ul>
  <li>
   Provide customer end user technical support via phone, email, chat, and self-service portals
  </li>
  <li>
   Diagnose and resolve customer issues with desktops, laptops, printers, peripherals, and common software applications
  </li>
  <li>
   Assist end users with password resets, account unlocks, and access requests
  </li>
  <li>
   Provide remote assistance when applicable
  </li>
  <li>
   Troubleshoot network connectivity issues (e.g., internet access, VPN connections)
  </li>
  <li>
   Document and track incidents and requests utilizing the ServiceNow ITSM ticketing system
  </li>
  <li>
   Escalate complex issues to higher-level support teams when necessary
  </li>
  <li>
   Adhere to service level agreements (SLAs) and meet performance targets
  </li>
  <li>
   Utilize the internal knowledge base to resolve common issues and improve efficiency
  </li>
  <li>
   Drive customer satisfaction through proactive communication and first call resolution
  </li>
  <li>
   Provide exceptional customer service by demonstrating empathy, patience, and a positive attitude
  </li>
  <li>
   Communicate technical information clearly and concisely, ensuring clients understand the resolution or next steps
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Job Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   2+ years of service desk experience in an MSP environment
  </li>
  <li>
   Excellent verbal and written communication skills
  </li>
  <li>
   Strong interpersonal skills
  </li>
  <li>
   Excellent problem-solving and analytical skills
  </li>
  <li>
   Customer-centric approach with a focus on service excellence
  </li>
  <li>
   Ability to work effectively under pressure and manage multiple priorities
  </li>
  <li>
   Continuous improvement mindset
  </li>
  <li>
   Incident and request management experience
  </li>
  <li>
   Must be a team player and collaborative.
  </li>
  <li>
   Experience with Windows OS, Office 365, Azure AD, Active Directory, and Exchange/Office O365. MAC OS knowledge would be a plus, but not a hard requirement.
  </li>
  <li>
   Familiarity with IT Service Management concepts, practices, and procedures. Strong ITIL knowledge or certification preferred
  </li>
  <li>
   Technical Certifications: CompTIA, A+, MSCE are a plus
  </li>
  <li>
   Experience using ServiceNow ticketing system is preferred
  </li>
  <li>
   Experience using remote assistance tools
  </li>
  <li>
   Excellent time management skills
  </li>
  <li>
   A bachelor&rsquo;s degree or equivalent in Computer Science, Information Systems, or related field
  </li>
  <li>
   Strong technical background
  </li>
  <li>
   Be willing to work 1st, 2nd, or 3rd shift in a 24/7 support environment
  </li>
 </ul>
</div>


Enterprise Service Desk Support Specialist

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