Crossfuze
IT Help Desk Analyst
Crossfuze, Minneapolis, Minnesota, United States, 55400
Taking initial telephone inquiries and troubleshooting relatively simple hardware, software, or network problemsMonitor incoming tickets and alerts in the ServiceNow system and respond accordinglyDocument all customer interaction with high attention to detail and accuracyUpdate all tickets according to Service Level Agreements (SLA)Understand and follow Crossfuze's Delivery Process: incident management, problem management and change managementRecognizing and escalating more difficult problemsDocumenting customer impact, resolution steps, and appropriate priority in accordance with policy and customer requirementsIncident management, recovery, and performance monitoring and reporting with high attention to detail and data accuracyProvide after-hours support for clients; shifts may include nights and weekends, however, there are no on-call responsibilitiesAssist with coaching/ training as neededOther duties as assignedRequirements
Experience in a technical support or customer service role preferredBachelor's degree, technical degree or certifications preferredWorking knowledge of a variety of technologies including, but not limited to: Windows 7, Windows 8, Windows 10, desktop/notebook hardware, Windows Server and general networking technologiesBasic knowledge of e-mail (Exchange/Office 365), Active Directory, ITIL, and Server hardwarePossess an energetic, self-starting mentality with value placed on integrityAbility to work as an effective team member with the Crossfuze team, partners and internal staffStrong English communication skills, both written and verbalAbility and desire to learn new technologies as mutually definedAbility to prioritize multiple tasks, anticipate situations, and take quick actionAbility to type at a speed of 40 words per minute or fasterBenefits
We want our employees to make their career with Crossfuze. With an emphasis on promoting from within, we provide training and development opportunities to all employees who seek to learn and grow in their careers.Working options for hybrid, in-office, and remote settings dependent on the roleAccess to Crossfuze Academy and LinkedIn Learning to grow your career with usYour time is valuable, both at work and away from it. We look ahead and support you in your professional goals. While also offering family-friendly benefits.Paid maternity and paternity leave for biological birth and adoptionNewborn, adoption and fertility assistanceAdditional PTO day for mental healthCompetitive paid time offHealthcare Plan401(k) with employer match10 days toward bereavement leave
The anticipated compensation range for this position is $19.00 per hour. Many factors are taken into consideration when determining the compensation rate for a potential new employee including years of experience, training and education, geographic location, and other factors.
Equal Employment Opportunity
Our organization will not discriminate against or harass any employee or applicant for employment because of race, color, creed, religion, national origin, sex, sexual orientation, gender identity, disability, age, marital status, familial status, veteran status, membership or activity in a local human rights commission, status with regard to public assistance or any other legally protected basis, in accordance with applicable law.
Experience in a technical support or customer service role preferredBachelor's degree, technical degree or certifications preferredWorking knowledge of a variety of technologies including, but not limited to: Windows 7, Windows 8, Windows 10, desktop/notebook hardware, Windows Server and general networking technologiesBasic knowledge of e-mail (Exchange/Office 365), Active Directory, ITIL, and Server hardwarePossess an energetic, self-starting mentality with value placed on integrityAbility to work as an effective team member with the Crossfuze team, partners and internal staffStrong English communication skills, both written and verbalAbility and desire to learn new technologies as mutually definedAbility to prioritize multiple tasks, anticipate situations, and take quick actionAbility to type at a speed of 40 words per minute or fasterBenefits
We want our employees to make their career with Crossfuze. With an emphasis on promoting from within, we provide training and development opportunities to all employees who seek to learn and grow in their careers.Working options for hybrid, in-office, and remote settings dependent on the roleAccess to Crossfuze Academy and LinkedIn Learning to grow your career with usYour time is valuable, both at work and away from it. We look ahead and support you in your professional goals. While also offering family-friendly benefits.Paid maternity and paternity leave for biological birth and adoptionNewborn, adoption and fertility assistanceAdditional PTO day for mental healthCompetitive paid time offHealthcare Plan401(k) with employer match10 days toward bereavement leave
The anticipated compensation range for this position is $19.00 per hour. Many factors are taken into consideration when determining the compensation rate for a potential new employee including years of experience, training and education, geographic location, and other factors.
Equal Employment Opportunity
Our organization will not discriminate against or harass any employee or applicant for employment because of race, color, creed, religion, national origin, sex, sexual orientation, gender identity, disability, age, marital status, familial status, veteran status, membership or activity in a local human rights commission, status with regard to public assistance or any other legally protected basis, in accordance with applicable law.