Expert Desk Analyst

Job overview

The Expert Desk Analyst role is fully remote. The listing location is Tucson, AZ, but the posting does not specify a broader remote work scope. Compensation is not specified. The role provides technical support to internal employees who service the company’s customers. The analyst diagnoses and resolves employee application, system, and connectivity issues while maintaining a high-touch support experience. The role helps reduce downtime by monitoring incoming issues, coordinating with other teams, documenting incidents, and escalating systemic outages.

What you'll do

• Troubleshoot software and connectivity issues for remote employees
• help users access systems
• monitor incoming issues, identify root causes, resolve or escalate, and log contacts in ServiceNow
• partner with teams on aging tickets
• communicate trends and challenges
• take small projects to streamline ATLAS processes
• maintain customer service and service management principles
• communicate asynchronously to reduce downtime
• escalate systemic outages to the Incident Management Team
• collaborate with peers. Support channels include phone, chat, and Slack.

What we're looking for

Skills & competencies

expert desk analyst

fully remote

help desk

technical support

remote employees

servicenow

slack

incident management

application support

connectivity troubleshooting

customer service

Work arrangement

• Weekend coverage required

Why this role

Fully remote; six-month duration. Support is provided through phone, chat, and Slack.

About the employer

eTeam Inc. is hiring for this role. Industry: Other Computer Related Services. Sector: 54.