IT Service Desk Analyst - Remote - Full-time

Pay Rate: $29.50

The resource can be located anywhere in the US, as this will be 100% remote based.

This is a role in the Information Technology organization, to provide operational day-to-day support for the operations of the Crown Customer stakeholders.

Essential Job Functions
Provide day-to-day operational service and support
Take ownership of all customer interactions, utilize appropriate follow-through, and log all customer interactions.
Provide timely feedback to external and internal customers via phone, e-mail, or other form of communication.
Communicate direction/resolution at an appropriate technical and business level for the audience
- May participate in some projects
Assist in the delivery of infrastructure development / build activities, including release and deployment management for new services (for example operating system upgrades, new desktop builds etc.)
Monitor and report on performance of IT systems and services
Provide assistance and technical support for the resolution of problems, incidents, issues and emergencies
Collaborate with vendors for resolution of issues / incidents
Assist with 4th level support escalations (to Original Equipment Manufacturer)
Document problems and resolutions for future reference
Provide coaching and mentoring to other members of the Service desk
Creation of user accounts and setting permissions
Administration of ServiceNow IT Service Management System (for example Service Catalog updates and maintenance, workflow building and editing, custom application deployments, troubleshooting application functionality and integrations).

Education/Certifications
High school diploma or equivalent
Bachelors degree or technical training in Computer Science, Information Systems Management or equivalent work experience in a relative field
Dell certification preferred

Experience/Minimum Requirements
Three (3) to seven (7) years of experience in computer systems, customer support or IT support
Experience with ServiceNow IT Service Management System

Other Skills/Abilities
Experience in a technology support organization
Customer service experience
Call center experience
Focusing on Customers
Strong communication skills; both verbal and written
High degree of comprehension of the issues presented by customers
Apply discretion resulting in appropriate/desired resolutions
Ability to analyze issues and determine root cause and identify appropriate solutions.
High degree of problem solving Internal/External Relationships
Strong ability to connect and build relationships with customers via virtual methods, phone and email
Strong ability to independently problem solve