Veritis Group Inc · 4 hours ago
Technical Support - Service Desk Analyst (Remote)
United States
Contract
Remote
Entry, Mid Level
2+ years expVeritis Group Inc is seeking a motivated individual to join their team as a Service Desk Analyst. This role is responsible for providing level-one technical support for various agency services and applications, ensuring timely assistance to all personnel.
Artificial Intelligence (AI)Cloud SecurityDevOpsFinanceFinancial ServicesGenerative AIHealth CareMachine LearningManufacturingMedical
Hiring Manager
Vasala Praveen
Responsibilities
Provide timely hardware, software, voice, and network help desk support to all agency personnel through all means available
Troubleshoot issues presented by customers using all tools and resources available
Be the primary customer contact for status of assigned tickets until the problem is resolved and ticket is closed
Escalate and properly route incidents and requests that cannot be resolved by the Resolution Center/Service Desk
Create incident and request tickets requiring validation of customer information, and accurate recording of details of issue/request, including customer interaction and actions taken in the division ticketing system
Participation in projects to improve customer service, efficiency, and/or productivity of the Resolution Center/Help desk
Create, update, and review of existing and new knowledge base articles based upon call received
Identify trends or patterns in reported issues and update and maintain issues knowledge base as appropriate
Participation in projects to improve customer service, efficiency, and/or productivity of the Resolution Center/Help desk
Qualification
Required
Provide timely hardware, software, voice, and network help desk support to all agency personnel through all means available
Troubleshoot issues presented by customers using all tools and resources available
Be the primary customer contact for status of assigned tickets until the problem is resolved and ticket is closed
Escalate and properly route incidents and requests that cannot be resolved by the Resolution Center/Service Desk
Create incident and request tickets requiring validation of customer information, and accurate recording of details of issue/request, including customer interaction and actions taken in the division ticketing system
Participation in projects to improve customer service, efficiency, and/or productivity of the Resolution Center/Help desk
Create, update, and review of existing and new knowledge base articles based upon call received
Identify trends or patterns in reported issues and update and maintain issues knowledge base as appropriate
Participation in projects to improve customer service, efficiency, and/or productivity of the Resolution Center/Help desk
Knowledge of Windows Operating Systems
Knowledge of ServiceNow
Knowledge of Microsoft Office Products (Word, Excel, Outlook, PowerPoint)
Knowledge of Google Workspace including Gmail, G-Suite, Drives, etc
2 years' experience providing technical support in a call center environment
2 years' experience providing hands-on desktop support
Preferred
Advanced technical training (A+, Microsoft, Google, Hardware, Software, customer service) preferred
Company
Veritis Group Inc
USA-based IT Services Provider: Cloud, DevOps, Digital Transformation, Managed IT, AIops, MLops and Tech Advisory Services!
51-200 employees
H1B Sponsorship
Veritis Group Inc has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (19)
2024 (16)
2023 (11)
2022 (20)
2021 (18)
2020 (33)
Funding
Current Stage
Growth StageLeadership Team
Vic Peram
Founder/CEO
Recent News
2023-12-22
Company data provided by crunchbase