Helpdesk Analyst - Remote Job at Vets Hired, San Diego, CA

  • Vets Hired
  • San Diego, CA

Job Description

About the job Helpdesk Analyst - Remote

Must Have for this role:

  • Entry level; looking for someone with 2+ years of experience in IT space, including 1+ years of experience in technical support/ helpdesk.
  • Strong Communication Skills Written and Verbal to be able to stay focused on the conversation and manage calls for support.
  • Great Customer Service skills with attention to detail and ability to listen
  • Naturally inquisitive and want to learn and understand at deeper level
  • Proactive with information gathering.
  • Understand how to troubleshoot and when to escalate
  • Plus, if they have industry specific certifications like A Plus, HDI, Network Plus, CompTIA Plus

Service Desk Tier 1 Agent
Job Description:

  • First point of contact for the users who call our IT Service Desk
  • Answers incoming calls, emails, chats
  • Tracks all information in ticketing system
  • Uses KB tool along with expertise to resolve tier 1 incidents and requests in a timely fashion
  • Escalates unresolved problem/issues/requests to the proper tier 2 support team
  • Troubleshoot basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support.
  • Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
  • Become familiar with helpdesk policies and services.
  • Become familiar with the Systems, Network, Core Applications and each team in the IT Department.
  • Other duties as assigned by the Service Desk Manager.


  • 2+ years of experience in IT space, including 1+ years of experience in technical support/ helpdesk.
  • Demonstrate a general knowledge of operating systems and application software to provide a high level support.
  • Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
  • Ability to utilize the applications for Microsoft Office for support, reporting and documentation.
  • Excellent oral and written communication skills.
  • Ability to provide technical support over the phone; excellent phone skills, professional demeanor.
  • Excellent problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.

Job Tags

Remote job,

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