Remote Service Desk Analyst - Remote Eligible

Remote Service Desk Analyst

Driven by Innovation and built on Trust, rockITdata is a unique SDVOSB services company that partners with leading commercial healthcare/life sciences organizations on cutting edge innovations - think AI, automation and data transformation. We then bring those commercially tested solutions to government entities to deliver predictable, measurable impact for the American taxpayer and consumer. We are seeking a Remote Service Desk Analyst who thrives in high-SLA, 24/7 service environments to join our team. The ideal candidate will have a strong background in troubleshooting in call center/help desk environments. This role offers an exciting opportunity to be the first point of contact on a 24/7 service desk supporting AWS, Azure, and OCI environments while tracking, triaging, and resolving technical support tickets with speed and accuracy and supporting enterprise technologies. This position will also be managing account lifecycle issues in a secure, cloud-based environment. This is a remote position. Candidates must be flexible to work any within our hours of operation, 24 hours a day, 7 days a week, 365 days per year. Shift times vary because it will be staggered, but generally around 7:00 AM – 3:30 PM, 3:00 PM – 11:30 PM, 11:00 AM – 7:30 AM and will be broken out 7 days a week.

Required Qualifications

• High school diploma or GED
• Ability to pass Public Trust background and credit check
• 6 years of technical support experience in a call center environment in lieu of degree.
• Proven hardware/software troubleshooting experience with ability to think and troubleshoot logically and act decisively in critical situations
• Proven experience providing effective and professional communication, addressing moderately complex technical issues, ideas, and results via telephone, email, and chat
• Demonstrated commitment and ability to provide excellent customer service and ability to collaborate effectively and get along with teammates
• Proficiency using and supporting common corporate applications, browsers, networks, VPN/remote access, and antivirus software
• Interpersonal skills with excellent written and oral communications, including ability to document work performed clearly and accurately in electronic ticketing system
• Solid understanding of IT concepts/practices and comprehensive knowledge of cloud compute.
• Experience using Microsoft Office and Windows 10 OS in an enterprise environment
• Experience with account administration and password resets in a Microsoft Active Directory environment.
• Ability to handle majority of requests without additional assistance, following established procedures and using available knowledge base and support tools provided to follow issues through to a proper resolution.
• Teleworking capability required (must have homework space, high-speed Internet, and compatible Windows computer).

Preferred Qualifications

• Microsoft Active Directory and DFS experience, PowerShell
• Microsoft Azure/Entra familiarity
• Technical certifications such as A+, N+, Sec+
• Technical writing
• Knowledge of help desk software and tools
• Familiarity with AWS, Azure, & OCI