Inclusively is partnering with a financial services company to hire a Helpdesk - Support Analyst - Hybrid.

ABOUT INCLUSIVELY:

Inclusively is a digital tech platform that connects candidates with disabilities, who may benefit from workplace accommodations, to inclusive employers. This includes all disabilities under the ADA, including mental health conditions (e.g. anxiety, depression, PTSD), chronic illnesses (e.g. diabetes, Long COVID), and neurodivergence (e.g. autism, ADHD). Applicants with one or more of these conditions are encouraged to apply; Inclusively does not require applicants to disclose their specific disability.

Salary: $50,198 Annually

What you'll do:

We are looking for you to join the Helpdesk - Subject Matter Expert (SME) team as a Technical Support Analyst. In this role, you will assist in day-to-day end-user support function troubleshooting desktops/laptops, network, remote connectivity, and software issues. You will also serve as the as the 3rd level escalation point within the Service Desk, you will handle and prioritize the more complex issues and requests.

Here are a few of the key responsibilities you will be a part of:

• Provide IT support for devices including PC workstations/laptops, MACs, thin clients, printers/fax, scanners, office phones, iPhones, android phones, iPads, Tablets, modems, routers, and switches.
• Support end-users in their use of applications & troubleshooting technical issues including Microsoft Office 365, Teams, virtual desktops, Zoom, WebEx, zScaler, antivirus, remote access, etc.
• Evaluate and prioritize customer support requests via workflow based on severity/time sensitivity of the situation.
• Think independently applying technical understanding with minimal direction to resolve issues utilizing troubleshooting tools, following department processes, and other resources as appropriate.
• Troubleshoot inquiries in a timely manner guiding technical and non-technical users through the problem-solving process. Escalate incidents to other technology departments when appropriate and dispatch vendors, as necessary.
• Identify ticket trends and potential wide-spread issues collaborating with leaders to resolve and partnering to take proactive action to reduce future occurrences.

What Experience You Need :

• Associate degree and/or relevant experience
• 2 years of experience in a technical support environment including:

Outstanding communication skills, both verbal and written.
Experience using ticketing system to manage and track incidents
Required to provide evening, weekend, or holiday support as needed

What Could Set You Apart:

• Certification(s) in relevant technical products/technologies

***Candidates that live within in a commutable distance from our Tempe, AZ and St. Louis, MO home office locations are expected to work in the office three days per week, with preference for Tuesday through Thursday.***

Job Type: Full-time

Pay: $50,198.00 per year

Experience level:

• 2 years

Schedule:

• Monday to Friday

Work Location: Remote