SD Analyst

Provalus, part of the OPS brand, is changing the landscape in the technology solutions industry with our innovative go-to-market strategies. Provalus hires and develops the best and brightest talent in rural America to deliver technology and support services for Fortune 1000 companies.

At Provalus, we are uniquely “purpose-driven.” We’re elevating under-served communities by developing untapped talent in rural towns across the U.S. to deliver technology, business and support services to our clients. We are actively seeking a full-time Help Desk Analyst to join our growing organization and help further our mission.

This role will be responsible for providing Tier 1 & 2 support as needed to resolve end-user issues. Help Desk activities will encompass resolution of issues related software, hardware, mobile, and other applications as needed. The right candidate will have 2+ years of Technical Support experience within a client-facing environment.

Primary Responsibilities:

• Provides on-site Tier 1 & 2 support to end users on a variety of issues.

• Help desk support deliverables include: initial problem determination, clear and concise documentation, diagnostics and information capture, resolution, customer status updates, escalate ticket requests to appropriate team members.

• Perform technical diagnosis and troubleshooting for users with hardware, software, and connectivity issues.

• Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution

• Responds to tickets escalated from Tier I as needed

• Successfully manage assigned ticket to closure utilizing ticketing system (ServiceNow)

• Follow-up with end-users to provide status updates per client guidelines (SLA's)

Qualifications

• 2+ years in a technical support role doing desktop support or experience working on a help desk

• Ability to deliver outstanding technical service for both internal and external staff in-person or over the telephone.

• Must have the ability to work independently and ability to collaborate as a team.

• Experience working with Microsoft products and heavy familiarity working with Outlook and Office 365 a must

• Service Now or related ticketing system experience a MUST

• Must be a U.S. Citizen
• Must be fluent in both Spanish and English