Lead Analyst, Reporting Solutions
Stryker
Service Desk Analyst
rockITdata
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
AWSAzureCloud
About the role
- Serve as the first point of contact on a 24/7 service desk supporting AWS, Azure, and OCI environments
- Track, triage, and resolve technical support tickets with speed and accuracy
- Manage account lifecycle issues in a secure, cloud-based environment
Requirements
- 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.
Benefits
- Teleworking capability required (must have homework space, high-speed Internet, and compatible Windows computer)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supporthardware troubleshootingsoftware troubleshootingcloud computingaccount administrationpassword resetsIT conceptsticketing system documentationVPN supportremote access
Soft skills
customer serviceeffective communicationcollaborationinterpersonal skillsproblem-solvinglogical thinkingdecisivenessprofessionalismteamworkdocumentation
Certifications
high school diplomaGEDPublic Trust background check
