[Remote] Service Desk Analyst Level 1

Note: The job is a remote job and is open to candidates in USA. Pomeroy is a company seeking a Service Desk Analyst Level 1 to provide first line support for clients in a remote capacity. The role involves troubleshooting and resolving technical issues while following standard processes and documenting interactions with clients.ResponsibilitiesProvide exceptional and professional customer service to our clientsLog all client contacts - calls, emails, web forms, chat sessions, or voicemails - into the appropriate service management toolTroubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support toolsInitiate and facilitate the following ITIL processes: Incident Management, Request Fulfillment, Access Management, Problem Management, and Knowledge ManagementAs Escalation Management process describes, route tickets that cannot be resolved at the desk to appropriate assignment or resolver groupsCollaborate effectively with other service desk team membersParticipate in ongoing training for service desk operationsWork on projects or tasks assigned by leadershipSkillsHigh school diploma or G.E.DOne or more years of technical training in computer support preferredTwo or more years of technical or customer support experienceExperience working with company products and operating systemsExperience with solving computer related problemsExperience working with company escalation policyInterpersonal skills to interact with customers and team membersGood communication skillsOrganization skills to balance and prioritize workAnalytical and problem-solving skillsAbility to work in a remote team environmentAccess to high-speed internet with a minimum 15 Mbps download speed and minimum 15 Mbps upload speedA dedicated work area that is free from distraction and allows security for customer/client informationUse of Pomeroy/client issued desktops/laptops only. Personally owned peripheral devices (monitors, keyboards, mouse, etc.) may be used, providing they are compatible with Pomeroy's equipmentBenefitsThis position is 100% remote, working Monday-Friday 9am-6pm EST.Access to high-speed internet with a minimum 15 Mbps download speed and minimum 15 Mbps upload speed.A dedicated work area that is free from distraction and allows security for customer/client information.Use of Pomeroy/client issued desktops/laptops only. Personally owned peripheral devices (monitors, keyboards, mouse, etc.) may be used, providing they are compatible with Pomeroy's equipment.Company OverviewTechnology is mission-critical to your business so it must work — continuously. It was founded in 1982, and is headquartered in Hebron, Kentucky, USA, with a workforce of 1001-5000 employees. Its website is http://www.pomeroy.com.Company H1B SponsorshipPomeroy has a track record of offering H1B sponsorships, with 2 in 2024, 1 in 2023, 2 in 2022, 2 in 2021. Please note that this does not guarantee sponsorship for this specific role.