Service Desk Analyst

AtNetPlus is a Managed Service Provider providing our clients IT support, cybersecurity, 24 / 7 helpdesk support, on-site services, and system development.

We pride ourselves on delivering exceptional IT services while going above and beyond for our clients. Our team of experts continuously refines our solutions to ensure they are effective and current. What truly sets us apart is our commitment to outstanding performance and support for our clients on their journey to success.

AtNetPlus embodies core values of being Collaborative, Respectful, Effective Communicators, Driven, and Supportive. We strive to hire candidates who exemplify these values and expect our staff to embrace them to provide the best customer service possible. We have a culture of promoting from within, and due to our growth, we are currently looking to expand our team.

If you are a tech-savvy individual with a strong customer service background, we want you on our team!

We are currently seeking a full-time Service Desk Analyst in our Stow, Ohio office.

The Service Desk Analyst will be responsible for providing technical assistance and support related to computer systems, hardware, and software. This role involves troubleshooting issues and ensuring the optimal functioning of user systems.

KEY RESPONSIBILITIES INCLUDE :

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Troubleshoot issues through diagnostic techniques and pertinent questions.
• Walk clients through problem-solving processes in a polite and professional manner.
• Follow up with clients to ensure issues have been resolved.
• Create and manage support tickets in accordance with team protocols.
• Document internal procedures and maintain client records.
• Install, modify, and repair computer hardware and software.
• Assist in the onboarding of new employees, including hardware setup and software installation.
• Must have a strong understanding of the following technologies :
• Windows Operating Systems
• Microsoft Office Suite
• PC Hardware Troubleshooting
• Networking Basics
• Active Directory Management
• Experience with ticketing systems is a plus.
• Must possess a valid driver's license and have access to a reliable automobile with insurance.
• Strong communication skills, both verbal and written, along with a solid customer service orientation and problem-solving capabilities.
• Ability to work independently and as part of a team.
• Most work is performed in an office environment, requiring significant time spent sitting and working at a desk.
• Flexible Work-From-Home Schedules
• Competative Wages
• Full Suite of Insurance Coverages (Medical, Vision, Dental, LTD, Life)
• Company pays approx. 70% of primary medical insurance, and contributes to HSA
• Short Term Disability (company paid) & Long Term Disability
• Basic Life Insurance (Company Paid) and Voluntary Life
• 401k Pension Plan with up to 4% Match and Immediate Vesting
• 15 Days of PTO to Start & 9 Holidays Per Year
• Training / Certification Reimbursement
• Tight-knit Team Environment
• End of the Year Discretionary Bonus
• Cell Phone Allowance
• Career Pathing and Growth Opportunities

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