February 10, 2022

Services

Service Desk Analyst (Level 1) – Remote USA

Remote within United States

Responsibilities

CHESA [Chesapeake Systems] is looking for a self-motivated and driven individual who enjoys the experience of fixing technical and non-technical problems. This individual has excellent verbal and written communication skills. Enjoys working with customers remotely. Is a quick learner and quick on their feet.

This role is Monday-Friday from 9-6 pm in either EST, CST, MNT or PST Timezones. This role reports directly to the Service Desk Manager.

  • Receive, acknowledge and evaluate customer support requests
    • Pagerduty
    • Salesforce
    • Email
    • Phone
  • Business hours on-call rotation Monday through Friday 9 am - 8 pm EST (dependent on your timezone)
  • Work closely with the Service Desk and Engineering team on resolving client situations
  • Attend and participate in ongoing service team meetings and trainings to collaborate and enhance skills
  • Complete hardware RMA
  • Basic troubleshooting and information gathering of client issue to assist with evaluation and resolution
  • Remote troubleshooting
  • Minor client side workstation updates
  • Self paced training on storage, networking and MAMs
  • Exercise good data hygiene -- accurate time cards, detailed case notes, clear and appropriate client communication, and thorough documentation (internal and external)
  • Other duties as assigned

Benefits

Our compensation package includes:

CHESA provides a competitive salary range and a full range of benefits. We are a proud equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, military or veteran status, gender identity or expression, or any other basis protected by local, state, or federal law.

Qualifications & Skills

  • Bachelor’s degree in related field or 1-3+ years of internship experience in technical environments including system administration, networking administration, complex design environments, implementation and troubleshooting analytics
  • 1-2+ years experience help desk or technical support
  • Able to prioritize and execute tasks in a high-pressure environment
  • Strong customer service orientation and the ability to work in a team-oriented, collaborative environment.
  • General knowledge of macOS, Linux and Windows
  • Ability to learn and practice specific skills necessary to support DNS, network file services, Active Directory, VPN, and others as necessary
  • Ability to learn and practice specific skills necessary to support business process workflows, media asset management (MAM) platforms at client sites, to support collaborative workflows, enhanced searching and metadata tagging, workflow automations, and review/approval processes
  • Learn and practice specific skills necessary to support Xsan, Stornext, volume locking SANs, multiple storage RAID systems, and switching technologies; as well as backup and archive systems
  • Enhance our client’s abilities to achieve their mission by first knowing their mission and purpose, and second by acting in their best interest to maintain, protect, and enhance the effectiveness of their technical systems.

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