Service Desk Support Analyst I

Are you a Service Desk Support Analyst looking to make a change in your career? We are looking for you! Road Safety Services is looking for a Service Desk Support Analyst I to join our team. RSS is a market-leading provider of Pavement Markings and Traffic Control in numerous locations across the United States. This position will be in an office in Culpeper, VA, and may include travel to other operating companies.

Responsibilities

• Provides remote and in-person phone, email and chat troubleshooting support for software, applications, desktop, network and mobile device issues, as well as customer requests.
• Record all information accurately in company ticketing system.
• Resolve issues using the company Knowledge Base, job aids, and various other resources.
• Escalate tickets in a timely manner to appropriate support teams by assigning the proper ticket priority and verifying the customer name, contact information, location, issue, device impacted, error message and attaching screenshots.
• Strong customer service and strong effective communication skills (both written and verbal).
• Excellent interpersonal skills, especially the ability to listen and understand what is being described.
• Document, track, and monitor customer requests in ticketing system to ensure a timely resolution.
• Must be able to work independently.
• Must be able to work independently, achieve productivity goals and report to work as scheduled.
• Must have strong attention to detail and a Can Do attitude.
• Provide physical installations of equipment.
• Conduct various manual labor tasks to include physical installations of equipment, cabling, and other tasks necessary for business operations.

Qualifications:

• 1 years of experience in information technology.
• Prior performance in a similar role within 6 months of the date of hire.
• 1 years of experience in customer service.

RSS is an Equal Opportunity Employer