Deskripsi Pekerjaan
Join our award-winning IT support team as a Service Desk Analyst at NexusTech Solutions! We're seeking a customer-focused professional to deliver exceptional technical support to our global workforce. This hybrid role blends remote flexibility with collaborative office days in our state-of-the-art Austin facility. You'll be the first point of contact for resolving complex IT issues while contributing to our continuous improvement initiatives. Enjoy comprehensive benefits, professional development funding, and a culture that values innovation and work-life balance.
Tanggung Jawab
- Provide Tier 1/2 technical support via phone, chat, and ticketing systems for 500+ global users
- Diagnose and resolve hardware/software issues including Windows 10/11, Office 365, and cloud applications
- Manage service requests using ITIL-aligned processes with 98% SLA compliance
- Document solutions in knowledge base and contribute to IT process improvements
- Collaborate with infrastructure teams on network/AD/security escalations
- Maintain asset inventory and license compliance documentation
- Train users on security best practices and new technology deployments
Kualifikasi
- 3+ years in corporate IT support with strong customer service focus
- Expert-level troubleshooting skills for Windows OS, Microsoft 365, and common enterprise applications
- ITIL Foundation certification or equivalent experience
- Experience with ServiceNow, Jira, or similar ticketing systems
- Strong written/verbal communication with ability to explain technical concepts to non-technical users
- CompTIA A+/Network+ or equivalent technical certifications
- Ability to work flexible hours including occasional weekend/on-call rotations