Service Desk Analyst
K2 Services, LLC., Pensacola, FL, United States
Service Desk Analyst (Remote - U.S.)
Jumpstart your career in the dynamic Legal/IT sector with K2 Services as a Service Desk Analyst!
We offer a comprehensive training program to every incoming Service Desk Analyst to be successful in supporting our law firm clients.
K2 prepares you to work in a fast‑paced, agile, customer service‑oriented environment while working collegially and collaboratively with a world‑class Service Desk team.
Career opportunities abound both within the Service Desk Department and in more hands‑on engineering roles for those looking for a more technical tract.
Benefits include health insurance, matching 401(k), and many other perks.
Remote training: The first week will be spent with our dedicated Service Desk Training team Monday through Friday 9:00 AM to 5:30 PM CST before moving to your working shift schedule. This opportunity is remote.
Pay & Shift
We are looking for candidates who are able to work any days of the week (any combination of days Monday through Sunday). 2nd and 3rd shift preferred.
Compensation starts between $36k–$39k annual with a 10% shift differential for weekends and evenings after 5 PM.
Essential Duties and Responsibilities
Serve as the first point of contact to customers seeking help for hardware, software, network, or other technical and non‑technical issues.
Provide over‑the‑phone, email, and chat support.
Identify, diagnose, and resolve all customer issues using documented troubleshooting items such as a knowledge base, previously reported issues, colleague experience, or by escalating to a higher level of support.
Use screen‑sharing and remote‑control tools to properly assess, collect, and evaluate the customer’s reported issue.
Properly ticket all customer requests with detailed information regarding the issue reported, ensuring accurate, descriptive, and complete information in all tickets.
Maintain a regular and reliable level of attendance.
Knowledge, Skills, and Abilities
High School Diploma or equivalent.
Strong verbal, written, and typing skills.
Excellent customer service skills, efficiency, multi‑tasking skills, and patience.
Dependable team player who works collaboratively and cooperatively with others in a team‑oriented environment.
Ability to act independently and make decisions within the scope of the position’s responsibilities.
Professionalism with team members and end‑users; ability to function well in a high‑paced, sometimes stressful environment.
Strategic and analytical thinking to troubleshoot and resolve issues rapidly and, when necessary, provide temporary solutions.
Proactive approach to remote troubleshooting of computer/technical issues via remote control tools while asking pertinent questions.
High initiative, follow‑through, and critical‑thinking skills with the ability to manage multiple priorities in a demanding, fast‑paced, meticulous work environment.
Requirements
Prolonged periods of sitting at a desk and working on a computer.
Will require Intune "Mobile Device Management" software installed on a personal device(s).
Equal Employment Opportunity (EEO) Statement K2 SERVICES IS AN EQUAL OPPORTUNITY EMPLOYER
— Diversity and inclusion matter to us. We celebrate our differences and advocate an environment where everyone feels included. We are proud to be an equal opportunity employer and celebrate our employees’ differences, including race, color, religion, sex, national origin, citizenship, marital status, sexual orientation, gender identity, age, disability, veteran status, or any other protected group status. Our differences make us better, stronger, and more successful. Equal employment opportunity extends to all aspects of the employment relationship, including hiring, transfers, promotions, training, terminations, working conditions, compensation, benefits, and other terms and conditions of employment. Opensity Solutions is also an equal opportunity employer. Employment decisions are based on qualifications, merit, and business needs.
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We offer a comprehensive training program to every incoming Service Desk Analyst to be successful in supporting our law firm clients.
K2 prepares you to work in a fast‑paced, agile, customer service‑oriented environment while working collegially and collaboratively with a world‑class Service Desk team.
Career opportunities abound both within the Service Desk Department and in more hands‑on engineering roles for those looking for a more technical tract.
Benefits include health insurance, matching 401(k), and many other perks.
Remote training: The first week will be spent with our dedicated Service Desk Training team Monday through Friday 9:00 AM to 5:30 PM CST before moving to your working shift schedule. This opportunity is remote.
Pay & Shift
We are looking for candidates who are able to work any days of the week (any combination of days Monday through Sunday). 2nd and 3rd shift preferred.
Compensation starts between $36k–$39k annual with a 10% shift differential for weekends and evenings after 5 PM.
Essential Duties and Responsibilities
Serve as the first point of contact to customers seeking help for hardware, software, network, or other technical and non‑technical issues.
Provide over‑the‑phone, email, and chat support.
Identify, diagnose, and resolve all customer issues using documented troubleshooting items such as a knowledge base, previously reported issues, colleague experience, or by escalating to a higher level of support.
Use screen‑sharing and remote‑control tools to properly assess, collect, and evaluate the customer’s reported issue.
Properly ticket all customer requests with detailed information regarding the issue reported, ensuring accurate, descriptive, and complete information in all tickets.
Maintain a regular and reliable level of attendance.
Knowledge, Skills, and Abilities
High School Diploma or equivalent.
Strong verbal, written, and typing skills.
Excellent customer service skills, efficiency, multi‑tasking skills, and patience.
Dependable team player who works collaboratively and cooperatively with others in a team‑oriented environment.
Ability to act independently and make decisions within the scope of the position’s responsibilities.
Professionalism with team members and end‑users; ability to function well in a high‑paced, sometimes stressful environment.
Strategic and analytical thinking to troubleshoot and resolve issues rapidly and, when necessary, provide temporary solutions.
Proactive approach to remote troubleshooting of computer/technical issues via remote control tools while asking pertinent questions.
High initiative, follow‑through, and critical‑thinking skills with the ability to manage multiple priorities in a demanding, fast‑paced, meticulous work environment.
Requirements
Prolonged periods of sitting at a desk and working on a computer.
Will require Intune "Mobile Device Management" software installed on a personal device(s).
Equal Employment Opportunity (EEO) Statement K2 SERVICES IS AN EQUAL OPPORTUNITY EMPLOYER
— Diversity and inclusion matter to us. We celebrate our differences and advocate an environment where everyone feels included. We are proud to be an equal opportunity employer and celebrate our employees’ differences, including race, color, religion, sex, national origin, citizenship, marital status, sexual orientation, gender identity, age, disability, veteran status, or any other protected group status. Our differences make us better, stronger, and more successful. Equal employment opportunity extends to all aspects of the employment relationship, including hiring, transfers, promotions, training, terminations, working conditions, compensation, benefits, and other terms and conditions of employment. Opensity Solutions is also an equal opportunity employer. Employment decisions are based on qualifications, merit, and business needs.
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