What are the responsibilities and job description for the Service Desk Analyst (SD2) position at Gurutech Solutions?
Job Summary
The Service Desk Analyst (SD2) will provide technical support to users via telephone, email, and ticketing systems. This is a hybrid role, with the candidate required to work in-office one day per month. The selected candidate must have their own laptop/computer, USB headset, and reliable internet connection to perform the job effectively.
Key Responsibilities:
- Receive calls and emails from users regarding issues with computer software, hardware, and operating systems.
- Train and mentor new team members on technical procedures and workflows.
- Escalate technical issues to the management team as necessary and report incidents.
- Diagnose hardware-related issues (e.g., modem, printer, cables) and log them in a tracking system.
- Provide accurate solutions and assist users through problem-solving steps.
- Research technical issues using internal databases and collaborate with colleagues to resolve problems.
- Support shared software, such as operating systems, configuration management tools, and development tools.
- Communicate status updates accurately and provide timely responses to queries.
- Maintain high-quality standards and work effectively in a team environment.
- Complete assigned tasks and demonstrate strong written and verbal communication skills.
Required Skills and Qualifications:
- Proficiency in Microsoft O365 and the ability to type at least 40 WPM.
- Strong time management skills.
- Previous experience in training or leading associates in a call center environment.
- Experience with ServiceNow, Salesforce, or similar ticketing systems (highly desired).
- 4-year college degree or equivalent technical study (preferred) or equivalent work experience.
- 3 years of call center support experience.
- 1 year of help desk technical support experience.
Additional Requirements:
- Ability to provide access to a computer and a consistent internet connection.
- Capability to work from home without distractions.
- A clear understanding that government equipment cannot be used outside the United States.
Job Type: Contract
Work Location: In person
