[Remote] Service Desk Analyst I

Note: The job is a remote job and is open to candidates in USA. Republic Services, Inc. is a leader in the environmental services industry, providing a comprehensive set of products and services to promote sustainability. The Service Desk Analyst I provides first level end-user support and incident diagnosis for applications, endpoints, and infrastructure, acting as a single point of contact between the end-user and IT resources.

Responsibilities

• Responds to incoming interactions initiated via phone, email, self-service, or chat
• Fulfills incoming service requests
• Diagnoses and troubleshoots incidents with endpoint hardware, enterprise applications, locally installed software, and other industry standard technologies
• Uses the IT Service Management tool to accurately document all incoming Interactions and resolutions
• Appropriately escalates incidents as required and monitors resolution progress until the incident is resolved to the caller’s satisfaction
• Keeps IT Service Desk team and management informed of any new support issues in a clear and timely manner
• Researches support issues when resolutions are not readily attainable by checking available resources including, but not limited to, the IT Service Management tool, external knowledge bases, software manuals, and via collaboration with other team members
• Works to consistently improve call handling, documentation quality, overall end-user experience, and resolution processes
• Performs other job-related duties as assigned or apparent

Skills

• High School Diploma or G.E.D
• Experience with supporting and troubleshooting modern IT endpoint hardware technologies and software products
• Ability to communicate technical information to non-technical users

Benefits

• Comprehensive medical benefits coverage, dental plans and vision coverage.
• Health care and dependent care spending accounts.
• Short- and long-term disability.
• Life insurance and accidental death & dismemberment insurance.
• Employee and Family Assistance Program (EAP).
• Employee discount programs.
• 401(k) plan with a generous company match.
• Employee Stock Purchase Plan (ESPP).
• Paid Time Off (PTO)

Company Overview

Company H1B Sponsorship