• We are looking for a customer service oriented IT Help Desk Analyst to provide technical support to users in an efficient and accurate manner. • You will be considered as the firm's front liner and you will solve basic technical problems and provide support for all assigned areas. • The goal is to make sure that customer value is maintained to the standards set forth by the company. • Default: Monday to Friday 8am to 5pm • During Go Live dates, you will need to have 24/7 work availability for 2-3 weeks including weekends and overnights. • OT may be required during busy times. • - 100% Remote (Training & Work environment, MUST live local to Orlando or Altamonte Springs), Will be required to pickup equipment from On-Site.) • Provide first level contact and convey resolutions to customer issues • Properly escalate unresolved queries to the next level of support • Track, route and redirect problems to correct resources • Update customer data and produce activity reports • Walk customers through problem solving process • Follow up with customers, provide feedback and see problems through to resolution • Utilize excellent customer service skills and exceed customers' expectations • Ensure proper recording, documentation and closure • Recommended procedure modifications or improvements • Preserve and grow your knowledge of help desk procedures, products and services • 2nd Tier helpdesk experience • Proficiency in English • Working knowledge of help desk software, databases and remote control • Strong client-facing and communication skills • Advanced troubleshooting and multi-tasking skills in VPN, Microsoft Office • Customer service orientation • Active Directory experience (password resets, setting up user accounts, assigning administrations) • BS degree in Information Technology, Computer Science or equivalent level of work experience • Have an understanding of Enterprise networked printers and print drivers including IP address schemes • Understanding of PC workstations including PC naming and networking concepts (static IP and dynamic IP) • Able to work from a computer command line and various other applications to enter data • Able to work remotely from home in front of a PC full time (8 hours a day) • Comfortable with using apps such as Microsoft Teams, Microsoft Outlook, Word, Excel. • Able to be on video meetings for long periods of time • Understanding of using tools such as screen sharing, group chat. • Can read and follow written instructions and guides • Can troubleshoot issues and resolve problems