Help Desk Support Analyst

** Candidates must be able to work onsite at client, 5 days a week**. Some weekend work required.

Multiple openings for early morning shifts (4:00 AM or later)

• Experience providing hardware and software technical support for Macs, iOS, Apple devices,
• Experience troubleshooting macOS and iOS operating systems

• Strong troubleshooting and problem resolution skills, with the ability to probe, isolate and diagnose problems without scripted documentation
• Excellent English-language oral and written communications skills
• Excellent telephone, chat and email etiquette
• Excellent time management and multi-tasking skills
• Flexibility and adaptability to thrive in a dynamic, highly-demanding, constantly changing environment
• Ability to maintain composure and customer-service focus in stressful situations
• Motivation and ability to work as part of a distributed team
• Conceptual understanding of IP networking and basic network troubleshooting skills
• Conceptual understanding of multi-tiered and web-based information systems architecture
• Experience using an IT service management or CRM system for tracking technical support cases
• Experience using a knowledge base system