WFH.teamOpen appSalary not listed
Salary details are shown when available from the source listing. Sign in before applying so the role can be reviewed against your resume, salary goals, seniority, timezone, and location eligibility.
Decision details from the source listing
High school
These fields are normalized from the employer's text. Confirm details on the employer site before applying.
What this posting tells you
Customer success, Data, DevOps, Healthcare admin, Marketing, Mobile engineering, Operations, Product, Security, Software, Customer support, Writing and content
United States
Timezone overlap is not stated.
full_time
- Required timezone overlap is not stated
- Compensation is not listed
- Seniority is not stated
Customer success hiring on WFH.team
Category counts come from WFH.team's latest published remote job market snapshot.
Explore the remote job marketService Desk Analyst L1 at Jobs Auxis Icims Com
Job Summary
The Service Desk Analyst (L1) serves as the initial point of contact for users contacting our IT Service Desk, delivering the highest level of customer service. In this senior role, the analyst will be expected to handle multiple accounts, applying their expertise gained over time. Responsibilities include promptly addressing incoming calls, chats, and tasks, documenting all details within our ticketing system, and utilizing a knowledge base tool, in conjunction with their basic knowledge, to resolve tier 1 requests. When necessary, the Service Desk Analyst escalates unresolved issues to our dedicated Tier 2 and 3 support teams. Their role involves applications, hardware, network, and telecommunications systems, as well as delivering essential desktop support services.
Responsibilities
Manage and organize the Incident and Request Queue for Auxis clients, ensuring tickets are properly logged, categorized, prioritized, assigned, documented, and closed in accordance with Incident, Request, Problem, and Knowledge Management processes.
Serve as the initial point of contact for customers, providing first-level technical support and guiding users through effective troubleshooting processes via phone, chat, or email.
Provide clear communication to customers regarding issue resolution and perform follow-ups to ensure customer satisfaction and case closure.
Escalate unresolved or complex inquiries to the next level of support following established escalation procedures.
Provide basic functional support for supported tools and systems, including Point of Sale (POS) systems when applicable to the account.
Maintain accurate and detailed case records within the service management tools, ensuring full accountability for ticket logging, documentation, and closure.
Exceed customer expectations by delivering professional, timely, and high-quality customer service while adhering to defined service level agreements (SLAs).
Identify, recommend, and communicate opportunities for process, procedure, or documentation improvements based on operational experience.
Update existing Knowledge Base articles or create new documentation as required to ensure accuracy and alignment with Service Desk procedures.
Acquire and maintain knowledge of relevant product offerings, current support policies, and service delivery methods to provide technically accurate solutions to users.
Comply with Auxis operational processes, security policies, and compliance requirements at all times.
Use Auxis service management tools for Incident, Request, Problem, Change, and Configuration Management, as well as monitoring and management tools for supported devices and infrastructure applications.
Attend all required operational and project-related (ad-hoc) meetings as scheduled.
Adhere to assigned working hours aligned with client site business needs or as determined by the Auxis Workforce.
Perform other related duties and responsibilities as directed by the Auxis Service Support Team Lead or designated personnel.
Skills and Experience
Experience
Senior Level: -1 years of technical support experience with a strong understanding of IT support best practices and frameworks, such as ITIL (Information Technology Infrastructure Library).-Knowledge with Active Directory, network-shared printers, and Windows with shared drives experience.-Proven experience in efficiently managing tickets and providing exceptional customer support.
Hardware Support: Basic diagnostics for laptops, peripherals, and mobile devices.
Networking Basics: DNS, DHCP, VPN, Wi-Fi, and connectivity troubleshooting.
Remote Tools: Familiarity with remote desktop software (e.g., RDP, TeamViewer, AnyDesk).
Cybersecurity Awareness: Understands safe handling of credentials, phishing prevention, and endpoint protection basics.
Eduaction
A high school degree is a prerequisite for this position.
Pursuing a degree in Computer Science, Engineering, IT or equivalent working experience. (Nice to Have)
Personal Competencies
Results-Driven: Committed to delivering high-quality work, making timely decisions, and achieving company goals.
Ethical: Upholds m-oral values, follows ethical standards, and respects organizational policies.
Innovative: Generates creative solutions to address challenges and improve processes.
Collaborative: Works effectively with cross-functional teams to support the organization's strategy.
Data-Driven: Makes well-informed decisions by analyzing multiple variables and options.
Adaptable: Quickly adjusts to changing circumstances and appreciates diverse perspectives.
Analytical: Systematically assesses situations, identifies key factors, and prioritizes tasks.
Continuous Learner: Committed to acquiring and applying necessary knowledge and expertise.
Effective Communicator: Listens and communicates clearly to support organizational objectives.
Language Skills
Proficiency in English and Spanish (Oral and writing at 85% or higher), with a minimum of B2+ level proficiency in both languages being a requirement.
Certifications (Nice to have)
CISCO CCNA
ITIL
Microsoft 365 Fundamentals
Comptia A+
#LI-DT1
About Auxis
Auxis prioritizes employee growth and development to help you advance your career. Auxis’ culture empowers you to be your best in the interest of a common team goal. We are constantly striving to improve our culture and environment and have invested in tools to continue to have better visualization of the pulse of our organization.
Department: ITO.
ATS provider: Icims.
Salary: Job Summary
The Service Desk Analyst (L1) serves as the initial point of contact for users contacting our IT Service Desk, delivering the highest level of customer service. In this senior role, the analyst will be expected to handle multiple accounts, applying their expertise gained over time. Responsibilities include promptly addressing incoming calls, chats, and tasks, documenting all details within our ticketing system, and utilizing a knowledge base tool, in conjunction with their basic knowledge, to resolve tier 1 requests. When necessary, the Service Desk Analyst escalates unresolved issues to our dedicated Tier 2 and 3 support teams. Their role involves applications, hardware, network, and telecommunications systems, as well as delivering essential desktop support services.
Responsibilities
Manage and organize the Incident and Request Queue for Auxis clients, ensuring tickets are properly logged, categorized, prioritized, assigned, documented, and closed in accordance with Incident, Request, Problem, and Knowledge Management processes.
Serve as the initial point of contact for customers, providing first-level technical support and guiding users through effective troubleshooting processes via phone, chat, or email.
Provide clear communication to customers regarding issue resolution and perform follow-ups to ensure customer satisfaction and case closure.
Escalate unresolved or complex inquiries to the next level of support following established escalation procedures.
Provide basic functional support for supported tools and systems, including Point of Sale (POS) systems when applicable to the account.
Maintain accurate and detailed case records within the service management tools, ensuring full accountability for ticket logging, documentation, and closure.
Exceed customer expectations by delivering professional, timely, and high-quality customer service while adhering to defined service level agreements (SLAs).
Identify, recommend, and communicate opportunities for process, procedure, or documentation improvements based on operational experience.
Update existing Knowledge Base articles or create new documentation as required to ensure accuracy and alignment with Service Desk procedures.
Acquire and maintain knowledge of relevant product offerings, current support policies, and service delivery methods to provide technically accurate solutions to users.
Comply with Auxis operational processes, security policies, and compliance requirements at all times.
Use Auxis service management tools for Incident, Request, Problem, Change, and Configuration Management, as well as monitoring and management tools for supported devices and infrastructure applications.
Attend all required operational and project-related (ad-hoc) meetings as scheduled.
Adhere to assigned working hours aligned with client site business needs or as determined by the Auxis Workforce.
Perform other related duties and responsibilities as directed by the Auxis Service Support Team Lead or designated personnel.
Skills and Experience
Experience
Senior Level: -1 years of technical support experience with a strong understanding of IT support best practices and frameworks, such as ITIL (Information Technology Infrastructure Library).-Knowledge with Active Directory, network-shared printers, and Windows with shared drives experience.-Proven experience in efficiently managing tickets and providing exceptional customer support.
Hardware Support: Basic diagnostics for laptops, peripherals, and mobile devices.
Networking Basics: DNS, DHCP, VPN, Wi-Fi, and connectivity troubleshooting.
Remote Tools: Familiarity with remote desktop software (e.g., RDP, TeamViewer, AnyDesk).
Cybersecurity Awareness: Understands safe handling of credentials, phishing prevention, and endpoint protection basics.
Eduaction
A high school degree is a prerequisite for this position.
Pursuing a degree in Computer Science, Engineering, IT or equivalent working experience. (Nice to Have)
Personal Competencies
Results-Driven: Committed to delivering high-quality work, making timely decisions, and achieving company goals.
Ethical: Upholds m-oral values, follows ethical standards, and respects organizational policies.
Innovative: Generates creative solutions to address challenges and improve processes.
Collaborative: Works effectively with cross-functional teams to support the organization's strategy.
Data-Driven: Makes well-informed decisions by analyzing multiple variables and options.
Adaptable: Quickly adjusts to changing circumstances and appreciates diverse perspectives.
Analytical: Systematically assesses situations, identifies key factors, and prioritizes tasks.
Continuous Learner: Committed to acquiring and applying necessary knowledge and expertise.
Effective Communicator: Listens and communicates clearly to support organizational objectives.
Language Skills
Proficiency in English and Spanish (Oral and writing at 85% or higher), with a minimum of B2+ level proficiency in both languages being a requirement.
Certifications (Nice to have)
CISCO CCNA
ITIL
Microsoft 365 Fundamentals
Comptia A+
#LI-DT1
About Auxis
Auxis prioritizes employee growth and development to help you advance your career. Auxis’ culture empowers you to be your best in the interest of a common team goal. We are constantly striving to improve our culture and environment and have invested in tools to continue to have better visualization of the pulse of our organization..
Working remotely at Jobs Auxis Icims Com
Jobs Auxis Icims Com is hiring for 2 active remote roles, with remote-friendly openings, application links, and job details refreshed from the public remote job inventory.
Remote hiring signal is inferred from active confirmed-remote job listings.