IT HELP DESK ANALYST
Company: Crossfuze
Location: Minneapolis
Posted on: October 15, 2024
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Job Description:
Taking initial telephone inquiries and troubleshooting
relatively simple hardware, software, or network problemsMonitor
incoming tickets and alerts in the ServiceNow system and respond
accordinglyDocument all customer interaction with high attention to
detail and accuracyUpdate all tickets according to Service Level
Agreements (SLA)Understand and follow Crossfuze's Delivery Process:
incident management, problem management and change
managementRecognizing and escalating more difficult
problemsDocumenting customer impact, resolution steps, and
appropriate priority in accordance with policy and customer
requirementsIncident management, recovery, and performance
monitoring and reporting with high attention to detail and data
accuracyProvide after-hours support for clients; shifts may include
nights and weekends, however, there are no on-call
responsibilitiesAssist with coaching/ training as neededOther
duties as assignedRequirementsExperience in a technical support or
customer service role preferredBachelor's degree, technical degree
or certifications preferredWorking knowledge of a variety of
technologies including, but not limited to: Windows 7, Windows 8,
Windows 10, desktop/notebook hardware, Windows Server and general
networking technologiesBasic knowledge of e-mail (Exchange/Office
365), Active Directory, ITIL, and Server hardwarePossess an
energetic, self-starting mentality with value placed on
integrityAbility to work as an effective team member with the
Crossfuze team, partners and internal staffStrong English
communication skills, both written and verbalAbility and desire to
learn new technologies as mutually definedAbility to prioritize
multiple tasks, anticipate situations, and take quick actionAbility
to type at a speed of 40 words per minute or fasterBenefitsWe want
our employees to make their career with Crossfuze. With an emphasis
on promoting from within, we provide training and development
opportunities to all employees who seek to learn and grow in their
careers.Working options for hybrid, in-office, and remote settings
dependent on the roleAccess to Crossfuze Academy and LinkedIn
Learning to grow your career with usYour time is valuable, both at
work and away from it. We look ahead and support you in your
professional goals. While also offering family-friendly
benefits.Paid maternity and paternity leave for biological birth
and adoptionNewborn, adoption and fertility assistanceAdditional
PTO day for mental healthCompetitive paid time offHealthcare
Plan401(k) with employer match10 days toward bereavement leaveThe
anticipated compensation range for this position is $19.00 per
hour. Many factors are taken into consideration when determining
the compensation rate for a potential new employee including years
of experience, training and education, geographic location, and
other factors.Equal Employment OpportunityOur organization will not
discriminate against or harass any employee or applicant for
employment because of race, color, creed, religion, national
origin, sex, sexual orientation, gender identity, disability, age,
marital status, familial status, veteran status, membership or
activity in a local human rights commission, status with regard to
public assistance or any other legally protected basis, in
accordance with applicable law.
Keywords: Crossfuze, Plymouth , IT HELP DESK ANALYST, Professions , Minneapolis, Minnesota
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