Service Desk Analyst

Who we are:

InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.

• Provide first-level IT support to team members and handle the resulting incidents or service requests.
• Provide solutions to technical issues including password resets, computer hardware and software errors, usage queries, network connectivity issues, application outages, telephony problems, logical and physical access permissions, wireless network connectivity failures, malware problems, VDI issues, handheld problems, and other IT related issues.
• Provide first level of trouble shooting  with agents, office staff, and remote and home workers via calls, chat, and electronic form, regarding IT issues and queries.
• Maintain the company ticketing system and complete ticket profiling, logs, and resolution details.
• Troubleshoots and identifies technical problems, diagnoses error messages, determines causes, and either provides resolution or escalates to the proper support team.
• Tracks and monitors the status of issues to ensure proper follow-up and resolution.

Qualifications:

• Bachelor’s Degree in Information Technology or any related discipline
• Minimum of three years in IT technical support
• Self-driven, able to work independently as well as with a team
• Excellent written and verbal communication skills
• The ability to meet deadlines and deliver quality work in a fast-paced environment
• Able to work remotely on a nightshift schedule following EST/CST