Atticus is a technology facilitator that aids clients across various industries in assessing, designing, provisioning, securing, and overseeing technology solutions seamlessly, whether on the go, in the rack, or in the cloud. Atticus offers flexible and interoperable services encompassing mobility, cloud, collaboration, data, cybersecurity, and software and IT as a service. Additionally, the company provides technical, professional, and managed services. This role is full-time, and we provide our team with the flexibility of a hybrid work schedule. To be considered, please apply at: https://atticustechus.com/job-openings/
Service Desk Analyst I
The primary objective of the Service Desk Analyst is to handle first-level support for service requests directly. This encompasses all technology aspects, including workstations, servers, printers, networks, and vendor-specific hardware and software.
Responsibilities:
Provide IT Support for technical issues related to core business applications and operating systems. Support disaster recovery solutions. Offer basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security. Implement and support basic remote access solutions: VPN, Terminal Services, AWS, Azure, and Citrix. Monitor remote monitoring and management system alerts and notifications and respond accordingly through service tickets. Maintain and review system documentation in Atticus’s Professional Service Automation (PSA) tool. Communicate with customers as needed: keep them informed of incident progress, notify them of impending changes, or agreed outages. Support end-users on various issues. Identify, research, and resolve technical problems. Respond to telephone calls, emails, and personnel requests for technical support. Document, track, and monitor problems to ensure timely resolution. Be familiar with a variety of field concepts, practices, and procedures. Participate in discovery sessions with prospects and customers to understand their technical and functional requirements. Execute Managed Services functions as needed on a rotational shift. Engage with customers onsite through our Co-IT Managed Services offerings. Be available for on-call support as scheduled. Be available to work according to the schedule. Resolve product solutions questions for prospects/customers technical liaisons at Atticus; address prospects’ technical questions/issues and overcome objections to purchasing network infrastructure technology. Interface with customer executives, technical representatives, Atticus partners, and all levels of Atticus employees. Enhance customer service, perception, and satisfaction. Provide fast turnaround of customer requests. Work effectively in a team and communicate efficiently. Collaborate with the Service Desk Dispatcher to route requests to the appropriate resource for quick and efficient resolution. Escalate service requests requiring higher engineer-level support. Enter time and expenses in Atticus’s Professional Service Automation (PSA) tool. Submit timesheets weekly in a timely manner. Understand processes in Atticus’s Professional Service Automation (PSA) tool by completing assigned training materials. Enter all work as service tickets into Atticus’s Professional Service Automation (PSA) tool. Perform other duties related to job scope, responsibilities, and business. Education/Experience:
Equivalent combination accepted. Bachelor’s degree in a related field is advantageous. Current Microsoft-specific sales certifications. Experience / Technical Requirements:
Bachelor’s degree or equivalent combination of education and experience in Information Technology, Computer Science, or a related field. 2+ years of hands-on/phone support work experience in a technical support role with customer service skills in a fast-paced and dynamic environment. Troubleshooting skills with 2+ years of experience in Windows-based environments and 1+ years of experience with Macs. 2+ years of working knowledge and diagnostic skills of Hardware/Software such as: Laptops and Desktops, Computer Networking, Network Printers, Scanners, Ethernet, LAN/WAN, AD, DNS, Microsoft Office Applications, Citrix, AWS, AZURE, VMWare, Internet Protocols, Wireless Networking Protocols, Ticketing Systems, and VoIP Phone systems. Professional IT Certifications, such as Certifications in A+, Network+, Microsoft MCT/MCSA, Azure Fundamentals. Other Skills and Abilities:
Advanced understanding of operating systems, business applications, printing systems, and network systems. Interpersonal skills: telephony skills, communication skills, active listening, and customer care. Diagnosis skills of technical issues. Ability to multitask and adapt to changes quickly. Effective teamwork and communication. Technical awareness: ability to match resources to technical issues appropriately. Service awareness of all organization’s key IT services being supported. Understanding of support tools, techniques, and how technology is used to provide IT services. Typing skills for quick and accurate entry of service request details. Self-motivated with the ability to work in a fast-moving environment. Although this position is based out of the HQ office or Remote, travel to client sites will be required. This position is rotational, and the candidate may either provide phone support at headquarters, remotely, or be dispatched onsite to our Managed Services customers in South Florida. Strong verbal and written communication skills in English with Bilingual (Spanish or Portuguese) preferred. This position is rotational and may require schedule flexibility.
What Atticus offers you
We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to the organization.
Atticus’s Total Rewards package includes:
Medical, dental, vision, life, and company-paid disability coverage Health savings accounts and flexible savings accounts 401(k) plan with company match Paid holidays and unlimited paid time-off options Wellness programs, pet insurance, legal insurance, and more
Join us and be part of an inclusive, energizing, and collaborative environment.
Atticus is an Equal Opportunity Employer committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
Employment is contingent upon successful completion of background and pre-employment drug screen. Atticus is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status.
