Help Desk Analyst
Costa Rica (Remote)
G&A – IT Support /
Full Time /
Remote
The Help Desk Analyst is responsible for providing technical assistance and support to end-users experiencing hardware, software, or network-related issues. This position requires strong customer service skills, technical proficiency, and the ability to troubleshoot and resolve problems efficiently.
What your impact will look like here:
- Submit fully documented customer issues into a ticket management system
- Analyze the symptoms, determine the urgency and where possible, provide resolution to the issue
- Dispatch an incident to the appropriate tier 2 support group when first call resolution is not possible
- Understand and assist with all internal and external escalations
- Continue to look for process improvement opportunities, and follow up with peers and leads in improving service delivery
- Troubleshoot and resolve software, hardware, and audio-visual issues for corporate environment
- Provisioning user accounts across multiple systems including, but not limited to: Office 365, Active Directory, VOIP, Slack, etc.
- Develop and maintain knowledge base
- Other duties as assigned by the IT Manager
You will love this job if you have:
- You possess problem solving and communications skills
- You have an understanding of Windows and/or Mac Operating Systems
- You demonstrate excellent communication skills – both written and verbal
- You possess the ability to perform both onsite and remote support for end users
- You are self-motivated with a desire to expand your knowledge base
- You are a fast learner and highly adaptable, able to work in stressful situations under deadlines
- You demonstrate a clear sense of integrity, work ethic and a sincere interest in building strong relationships based upon competency and trust.
- You are self-motivated, proactive attitude.
Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above, but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!
Security Requirements:
- Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
- Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.
