Remote Service Desk AnalystrockITdata • Arlington, VA, US

Remote Service Desk Analyst

rockITdata • Arlington, VA, US

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Overview

Driven by Innovation and built on Trust, rockITdata is a unique SDVOSB services company that partners with leading commercial healthcare / life sciences organizations on cutting edge innovations - think AI, automation and data transformation. We then bring those commercially tested solutions to government entities to deliver predictable, measurable impact for the American taxpayer and consumer.

We are seeking a Remote Service Desk Analyst who thrives in high-SLA, 24 / 7 service environments to join our team. The ideal candidate will have a strong background in troubleshooting in call center / help desk environments. This role offers an exciting opportunity to be the first point of contact on a 24 / 7 service desk supporting AWS, Azure, and OCI environments while tracking, triaging, and resolving technical support tickets with speed and accuracy and supporting enterprise technologies. This position will also be managing account lifecycle issues in a secure, cloud-based environment. This is a Remote position.

Shift / Hours

Candidates must be flexible to work any within our hours of operation, 24 hours a day, 7 days a week, 365 days per year. Shift times vary because they are staggered, but generally around 7 : 00 AM – 3 : 30 PM, 3 : 00 PM – 11 : 30 PM, 11 : 00 AM – 7 : 30 PM and will be broken out 7 days a week.

Responsibilities

Serve as the first point of contact on a 24 / 7 service desk supporting AWS, Azure, and OCI environments.
Track, triage, and resolve technical support tickets with speed and accuracy.
Provide troubleshooting in call center / help desk environments and communicate effectively via telephone, email, and chat.
Manage account lifecycle issues in a secure, cloud-based environment.
Collaborate with teammates and utilize established procedures and knowledge bases to reach proper resolutions.

Required Qualifications

High school diploma or GED

Ability to pass Public Trust background and credit check

6 years of technical support experience in a call center environment in lieu of degree

Proven hardware / software troubleshooting experience with the ability to think and troubleshoot logically and act decisively in critical situations

Proven experience providing effective and professional communication, addressing moderately complex technical issues, ideas, and results via telephone, email, and chat

Demonstrated commitment and ability to provide excellent customer service and collaborate effectively with teammates

Proficiency using and supporting common corporate applications, browsers, networks, VPN / remote access, and antivirus software

Interpersonal skills with excellent written and oral communications, including documentation of work performed clearly in an electronic ticketing system

Solid understanding of IT concepts / practices and comprehensive knowledge of cloud compute

Experience using Microsoft Office and Windows 10 OS in an enterprise environment

Experience with account administration and password resets in a Microsoft Active Directory environment

Ability to handle majority of requests without additional assistance, following established procedures and using available knowledge base and support tools to resolve issues

Teleworking capability with a dedicated home workspace, high-speed Internet, and compatible Windows computer

Preferred Qualifications

Microsoft Active Directory and DFS experience, PowerShell

Microsoft Azure / Entra familiarity

Technical certifications such as A+, N+, Sec+

Technical writing

Knowledge of help desk software and tools

Familiarity with AWS, Azure, & OCI

LIremote

Here at rockITdata , we are committed to following our 10 Guiding Principles. Our Guiding Principles define our culture. They're who we are, how we work, and what inspires us to be the best. We empower our people to be themselves and encourage an entrepreneurial way of thinking. In our challenging, fast-paced environment, no day is the same.

Know the Why.

Value People Above All Else.

Transparency to a Fault.

Progress, Not Perfection.

Be Good by Doing Good.

Smart People Can Disagree.

Bend but Don't Break.

Represent Your Brand.

Think Differently.

Be Amazing, Be Fearless, Smile, Have Fun!

Interested in joining something unique? Join us on our rockIT ship as we begin to blast off to the next chapter in our organization!

rockITdata has become aware of a recruitment scam where unauthorized individuals are impersonating rockITdata recruiters, issuing fake job offers, and attempting to set up payment for the job seeker's new hire costs. No one is ever required to complete any monetary transactions before starting employment with rockITdata. Legitimate rockITdata communications only come from @rockitdata.com email addresses and our official Applicant Tracking system, JazzHR (@applytojob.com email addresses). Please refer to our official Careers page at www.rockitdata.com / careers to accurately submit your application with us. You may also verify any suspicious communication by contacting our recruitment team directly through our official email, dreamjob@rockitdata.com.

rockITdata is an equal opportunity employer and is committed to non-discrimination in all employment practices and decisions. All qualified applicants will receive consideration for employment without regard to disability status, veteran status or any characteristic protected by Federal, state, or local law.

rockITdata wants all interested and qualified candidates to be able to use our career site to review and apply for employment opportunities. If you have a disability and need an accommodation to access the application process, please contact us for assistance at dreamjob@rockitdata.com.

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Service Desk Analyst • Arlington, VA, US