Job description At Soteria, we set you up for job success right from the start. As a Help Desk Support Analyst, you will have both technical and customer service skills and convey a strong presence, professional image, and deal confidently with technical problems on the phone, via email, helpdesk tickets, or remote tools. This position utilizes several management tools and processes to resolve a high percentage of cases on the first touch and leverages technical skill to solve simple to moderately complex hardware, software, and networking issues. This is a remote position. Required Qualification: • 2 – 3 years experience in a help desk environment. • Handle Tier 1 help desk escalations through the company's internal ticketing system (Fresh Desk). • Troubleshoot common IT problems and have a thorough working knowledge of the day-to-day operating environment, available tools, and client applications. • Perform basic windows administration such as password resets and file and folder administration. • Basic internet connection troubleshooting. • Escalates more complex technical problems to a Helpdesk II or other IT specialists as appropriate. • Follow up on outstanding requests and ensure timely resolution. • Fully document all troubleshooting steps and create knowledge base articles of resolutions. • Adhere to established IT policies, procedures and standards and ensure their conformance with information systems goals and procedures. • Follow the established standards for documenting tickets, configurations, and standard operating procedures. • Responsible for compliance policy adherence, including password management, documentation, maintenance, provisioning access, and data protection procedures. • Help minimize downtime impact on users through accurate communication and efficient problem resolution for unscheduled downtimes. • Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications. • Interact with IT management frequently through timely reporting of operational activities, and with all team members on support issues and needs assessments. Required Qualifications & Experience: * Excellent verbal, written, and interpersonal communication skills. • Ability to work with all levels of management under pressure and with strict deadlines. • Ability to provide guidance to others to improve team performance. • Ability to communicate technical information (both verbal and written) to a wide range of end-users. • Proven organizational skills and ability to prioritize and follow up on work. • Demonstrated ability to work independently with minimal oversight. • Remote positionBenefits: • Health Insurance • Dental Insurance • Vision • 401k • PTO Hide Job Type: Full-time Salary: $22.00- $25.00 per hour Benefits: • 401(k) • Dental insurance • Health insurance • Paid time off • Vision insurance Schedule: • 8 hour shift Experience: • Help desk: 2 years (Preferred) • Windows: 2 years (Preferred) Work Location: Remote •