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Service Desk Analyst - 100% REMOTE

Remote, Remote
Atrilogy direct client is seeking a Service Desk Analyst to join their  team. This is a full-time, direct-hire role and 100% REMOTE.

Under direct supervision, provides customer centric, first contact support of all user requests and incidents, including software, hardware, telephony, and network issues. Responds to incidents through listening and discussions with users. Handles confidential data and highly regulated information. Typically, is able to resolve fewer complex incidents immediately, while incidents that are more complex are escalated.

  • Remotely troubleshoots, diagnoses, researches and resolves technical hardware, software, network, and telephonic issues within established Service Level Agreements.
  • Assists users with issues/problems from a variety of sources including proprietary and Microsoft Office applications, and Microsoft Operating Systems.
  • Understands and performs basic troubleshooting of enterprise systems and services. Escalates and partners with Tier 2/3 support teams, when necessary.
  • Provides end-user support of iPhone and other Smart phones, including activation, BES accounts, and troubleshooting requests.
  • Accurately tracks and routes problem and request tickets providing thorough documentation of troubleshooting, history, and resolution.
  • Accurately documents solutions to known/resolved problems through creating and updating Knowledgebase articles and SharePoint team site information.
  • Creates and maintains user accounts, memberships and rights within Active Directory, PeopleSoft, and proprietary systems.
  • Provides general end user training and documentation.
  • Other duties as assigned.
  • High School Diploma/GED required
  • 1-2 years’ experience in Help Desk/Tier 1 support required or equivalent experience
  • A+ Certification preferred
  • Verbal and written communication skills
  • Ability to use good judgment, problem-solving, and decision-making skills
  • Ability to gain, understand and apply knowledge from technical manuals and SOP’s
  • Ability to maintain confidentiality and professional decorum
  • Extensive knowledge of Microsoft Office and Microsoft Operating Systems
  • Basic knowledge of Active Directory, Exchange account management, and Citrix remote user support.
  • Linear troubleshooting skills
  • Schedule - 7am - 4pm EST: overtime (including periodic off-hours and weekend hours) and on-call is required
For immediate consideration please submit your resume in Word format, along with daytime contact information. Client is unable to provide H-1B Visa sponsorship at this time. All submittals will be treated confidentially.  Pursuant to the Fair Chance for Hiring Initiative Ordinance, we will consider for employment qualified applicants with arrest and conviction records.  Principals only, no third parties please.

Atrilogy Solutions Group, Inc. (est. 2000), in partnership with Peak17 Consulting (est. 2008), provides organizations of all sizes with high-quality, cost effective information technology (IT) staffing services. 
Atrilogy has been recognized by Inc. magazine as one of the nation’s fastest-growing, privately held companies. Headquartered in Irvine, California, Atrilogy also has offices in Denver, Phoenix, & Atlanta with satellite offices in Boston, Jersey City, Las Vegas, and Delhi, India.
Clients turn to Atrilogy for expertise in:
  • IT staffing and placement such as Project Managers, Agile/Scrum Masters, Business Analysts, DBAs, Software Engineers, Mobile Developers (iOS, Android), DevOps, Automation, QA, Systems & Network Engineers, Cyber Security / Information Security Specialists, ERP, CRM, Business Intelligence, Data Warehousing, Big Data and Creative (UI/UX, Web Design)
 Clients turn to Peak17 for expertise in:
  • Operational staffing and placement of Accounting/Finance, Human Resources, and Marketing professionals, as well as Information Technology resources.
Atrilogy Solutions Group and Peak17 Consulting are Equal Opportunity Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law, and will not be discriminated against on the basis of disability.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.


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