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SalaryService Desk Analyst - IT Authorities, a WidePoint Company - Remote based in Florida
IT Authorities, a WidePoint Company, WidePoint Corporation (WYY) is a leading provider of wireless mobility management and cybersecurity solutions. We offer secure, cloud-based, enterprise-wide information technology-based solutions that enable enterprises and government agencies to deploy fully compliant IT services in accordance with government-mandated regulations and advanced system requirements.
We are looking for a highly motivated Service Desk Analyst that can operate in a fast-paced and demanding start-up like environment of a micro-cap publicly-traded company.
A Day in the Life...
IT Authorities, a WidePoint Company, WidePoint Corporation (WYY) is a leading provider of wireless mobility management and cybersecurity solutions. We offer secure, cloud-based, enterprise-wide information technology-based solutions that enable enterprises and government agencies to deploy fully compliant IT services in accordance with government-mandated regulations and advanced system requirements.
We are looking for a highly motivated Service Desk Analyst that can operate in a fast-paced and demanding start-up like environment of a micro-cap publicly-traded company.
A Day in the Life...
The Service Desk Analyst provides technical support and guidance to resolve user's computer hardware and software problems. Communicates with users via phone, chat, email, and support ticketing system to assess the scope of the problem and determine what, if any, resolution steps users have performed.
Essential Duties and Responsibilities
The essential functions include, but are not limited to, the following:
- Providing daily remote maintenance and repair, including but not limited to laptops, desktops, printers, and email.
- Documenting job-specific processes and new processes to assist in managing the customer's infrastructure and systems and the Support Knowledge Base.
- Documenting problem resolutions in the Support Knowledge Base.
- Maintaining client documentation using Microsoft Visio and Customer Relationship Management (MS CRM).
- Maintaining relevant, up-to-date knowledge of operating systems, network technologies, and support technologies.
- Following the documented ticket workflows and processes.
- Remoting into hardware to troubleshoot laptops, desktops, and servers
- Documenting, tracking, and monitoring incidents to ensure a timely solution.
- Identifying, researching, and resolving technical issues.
- Performs other related duties as assigned.
You own this if you have...
The minimum qualifications include:
- High school diploma or equivalent required.
- Microsoft Certified Professional (MCP), Network+, A+ certification, or equivalent preferred
- Experience with some of the following technologies:
o Microsoft Office and desktop operating systems (including Windows and Mac).
o Antivirus and malware applications (e.g., Webroot and Malwarebytes.)
o Network printing (e.g., troubleshooting driver issues and mapping errors.)
o Information Technology Service Management (ITSM) tools (e.g., ConnectWise and ServiceNow.)
- Ability to work flexible schedules, including 1st, 2nd, and 3rd shifts.
Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to fifteen (15) pounds at times.
Note: This position description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other position-related instructions and to perform any other position-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this position successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
The company is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.
We believe the culture of a company is only as good as how people feel each and every day about their role and the colleagues they work with. Culture is the single most important element of a company that is also bound to the operations and deliverables to the customers. If operations are a mess, so will be the culture. People can only work in an environment that doesn’t accomplish its goals for so long. That is why we believe culture and operations are closely tied together. From an operations perspective, our vision is for unprecedented accuracy, precision and professionalism. We have some philosophies that have guided us through our years of business and have made us the company we are today:
• CANI – Constant And Never-ending Improvement. We work every day to be better than the day before.
• 212° - “At 211 degrees, water is hot. At 212 degrees, it boils. And with boiling water, comes steam. And with steam, you can power a train.” This translates for us to be your very best. The extra degree can be applied to your entire life. What does adding an extra degree of effort to your relationships, your family, your job, etc. do? If you will just add an extra degree each and every time, you will soar in life.
• I work harder on myself than I do my job. If you are working harder on your job than you do your life, you have the cart before the horse. Family first here at IT Authorities and we not only encourage personal development, we teach it too! Within the first two weeks of joining the IT Authorities family you will go through our Dream Board session which is a blueprint for living a high performance and healthy life.
We look to attract and retain talent by finding people who align with our core values:
• Cares – If you don’t care for people or for personal life improvement this is not the role for you. In our business, caring is absolutely vital for all parties involved.
• Do the right thing – No explanation needed here.
• Extreme Ownership – People who possess this character trait soar within IT Authorities.
• Grow or Die – Our people feel like if they are not growing, they feel like they are dying. They have an insatiable desire to grow both personally and professionally.
Note: This position description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other position-related instructions and to perform any other position-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this position successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
The Company does not currently sponsor any candidates that do not have the legal right and eligibility to work in the United States.
The company is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.
• CANI – Constant And Never-ending Improvement. We work every day to be better than the day before.
• 212° - “At 211 degrees, water is hot. At 212 degrees, it boils. And with boiling water, comes steam. And with steam, you can power a train.” This translates for us to be your very best. The extra degree can be applied to your entire life. What does adding an extra degree of effort to your relationships, your family, your job, etc. do? If you will just add an extra degree each and every time, you will soar in life.
• I work harder on myself than I do my job. If you are working harder on your job than you do your life, you have the cart before the horse. Family first here at IT Authorities and we not only encourage personal development, we teach it too! Within the first two weeks of joining the IT Authorities family you will go through our Dream Board session which is a blueprint for living a high performance and healthy life.
We look to attract and retain talent by finding people who align with our core values:
• Cares – If you don’t care for people or for personal life improvement this is not the role for you. In our business, caring is absolutely vital for all parties involved.
• Do the right thing – No explanation needed here.
• Extreme Ownership – People who possess this character trait soar within IT Authorities.
• Grow or Die – Our people feel like if they are not growing, they feel like they are dying. They have an insatiable desire to grow both personally and professionally.
Note: This position description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other position-related instructions and to perform any other position-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this position successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
The Company does not currently sponsor any candidates that do not have the legal right and eligibility to work in the United States.
The company is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.
