Help Desk Analyst

Title: Help Desk Analyst

Location: Remote

Who We Are:

Rackner is a software consultancy that builds cloud-native solutions for startups, enterprises, and the public sector. We are an energetic, growing consultancy with a passion for solving big problems for both startups and enterprises. We enable digital transformation for large organizations through the newest in distributed technologies as we are laser focused on end-to- end application development, DevSecOps, AI/ML and systems architecture and our methodology focuses on cloud-first and cost-effective innovation. Our customers hail from a diverse, ever-growing list of industries. We work with small startups, hypergrowth companies, and some of the largest enterprises.

Position Overview:

The Help Desk Analyst will work as first level of contact and support of a 24x7x365 Service Desk, although It is anticipated that majority of the requests for assistance will be made during core general business hours.  The Help Desk Analyst will perform initial incident processing and resolve most incident during first contact. 

Responsibilities:

• Ask questions to determine the nature of the problem and walk customers through the problem-solving process
• Provide technical and troubleshooting assistance related to computer systems, hardware, software, access and other system related issues and products
• Follow-up with customers and provide feedback to ensure issues have been resolved to satisfaction and properly escalate unresolved queries to the next level of support
• Ensure proper recording, documentation and closure of issues
• Provide excellent customer service skills and exceed customers’ expectations

Requirements:

• 2+ years of Help Desk experience
• Experience with Microsoft SharePoint 2016
• Experience with Active Directory
• Must be U.S. Citizen
• Must be able to obtain public trust clearance
• May require rotating/on-call support

 Additional Info/Benefits

Rackner embraces and promotes employee development and training and covers the cost of certifications relevant to a position and the technologies/services provided. Fitness/Gym membership eligibility, weekly pay schedule and employee swag, snacks, & events are offered as well!

• 401k with 100% matching up to 6%
• Highly competitive PTO
• Great health Insurance with large network of providers
• Medical, Dental and Vision
• Life insurance, and short + long term disability
• Industry-Leading Weekly Pay Schedule
• Home office & equipment plan