{"id":768,"date":"2025-12-09T22:12:45","date_gmt":"2025-12-09T22:12:45","guid":{"rendered":"https:\/\/skillbasedmatching.com\/jobs\/?post_type=jobpost&#038;p=768"},"modified":"2025-12-09T22:12:49","modified_gmt":"2025-12-09T22:12:49","slug":"helpdesk-analyst-cloud-infrastructure-services","status":"publish","type":"jobpost","link":"https:\/\/skillbasedmatching.com\/jobs\/current-jobs\/helpdesk-analyst-cloud-infrastructure-services\/","title":{"rendered":"\u200bHelpdesk Analyst \u2013 Cloud Infrastructure Services"},"content":{"rendered":"\n<p>\u200bThis is a full-time, <strong>remote<\/strong> <strong>Helpdesk Analyst (Associate II)<\/strong> role at UST, a digital technology solutions company. The analyst will provide <strong>Level 1 technical support<\/strong> primarily via voice and non-voice channels, focusing on assisting external members with website and mobile application issues, particularly around account access and basic troubleshooting.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Location:<\/strong> Remote (Virginia openings mentioned, but compensation range applies to remote US).<\/li>\n\n\n\n<li>\u200b<strong>Compensation Range:<\/strong> <strong>$48,000 &#8211; $72,000<\/strong> annually.<\/li>\n\n\n\n<li>\u200b<strong>Experience:<\/strong> <strong>8+ years of experience<\/strong> (Note: This is a high experience requirement for an Associate II\/Level 1 role).<\/li>\n\n\n\n<li>\u200b<strong>Schedule:<\/strong> 9-hour shift (including a 1-hour break) during scheduled work hours <strong>between 8 AM \u2013 8 PM EST<\/strong>.<\/li>\n\n\n\n<li>\u200b<strong>Focus:<\/strong> Website\/mobile app troubleshooting (login, navigation, browser issues), incident tracking using helpdesk management tools, and delivering empathetic customer service.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">\u200bThe Opportunity: Level 1 Technical Support and Customer Service<\/h2>\n\n\n\n<p>\u200bThe primary function of this role is to be the first point of contact for external members requiring technical assistance with UST&#8217;s client-related platforms.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Level 1 Support:<\/strong> Provide Level 1 technical support via <strong>voice and non-voice channels<\/strong>.<\/li>\n\n\n\n<li>\u200b<strong>Issue Focus:<\/strong> Assist external members with <strong>website-related issues<\/strong> including account registration, login, password resets, and navigation.<\/li>\n\n\n\n<li>\u200b<strong>Basic Troubleshooting:<\/strong> Troubleshoot common user issues such as <strong>browser issues<\/strong> (e.g., clearing cache and cookies) and <strong>mobile app functionality<\/strong>.<\/li>\n\n\n\n<li>\u200b<strong>Tool Utilization:<\/strong> Use <strong>helpdesk management tools<\/strong> to track, resolve, and escalate incidents as needed.<\/li>\n\n\n\n<li>\u200b<strong>Documentation:<\/strong> <strong>Document issues and resolutions accurately<\/strong> using <strong>MS Office Suite<\/strong>.<\/li>\n\n\n\n<li>\u200b<strong>Service Delivery:<\/strong> Deliver support with <strong>empathy and professionalism<\/strong>, ensuring a positive user experience.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">\u200bRequired Skills and Experience<\/h2>\n\n\n\n<p>\u200bThe position demands extensive prior experience in support and strong soft skills for effective client interaction.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Experience:<\/strong> <strong>8+ years of experience<\/strong> in total, including prior helpdesk or customer support experience.<\/li>\n\n\n\n<li>\u200b<strong>Communication:<\/strong> <strong>Strong verbal communication and active listening skills<\/strong>.<\/li>\n\n\n\n<li>\u200b<strong>Technical Basics:<\/strong> <strong>Basic technical troubleshooting skills<\/strong> for browsers and mobile apps.<\/li>\n\n\n\n<li>\u200b<strong>Tool Proficiency:<\/strong> Proficiency in <strong>MS Office Suite<\/strong> and experience with <strong>helpdesk management systems<\/strong>.<\/li>\n\n\n\n<li>\u200b<strong>Autonomy:<\/strong> Ability to work independently and manage multiple support requests.<\/li>\n\n\n\n<li>\u200b<strong>Soft Skills:<\/strong> Strong documentation and organizational skills, and familiarity with website and mobile app user experience.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>\u200bThis is a full-time, remote Helpdesk Analyst (Associate II) role at UST, a digital technology solutions company. The analyst will provide Level 1 technical support primarily via voice and non-voice channels, focusing on assisting external members with website and mobile application issues, particularly around account access and basic troubleshooting. \u200bThe Opportunity: Level 1 Technical Support [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"menu_order":0,"template":"","jobpost_category":[648,734],"jobpost_job_type":[39],"jobpost_location":[1041],"jobpost_tag":[3555,3548,3549,94,3547,3554,3550,3552,3553,81,3551],"class_list":["post-768","jobpost","type-jobpost","status-publish","hentry","jobpost_category-information-technology","jobpost_category-support-service","jobpost_job_type-remote","jobpost_location-united-states","jobpost_tag-8-years-experience","jobpost_tag-associate-ii","jobpost_tag-cloud-infrastructure-services","jobpost_tag-customer-service","jobpost_tag-helpdesk-analyst","jobpost_tag-helpdesk-management-systems","jobpost_tag-level-1-support","jobpost_tag-mobile-app-support","jobpost_tag-ms-office-suite","jobpost_tag-remote","jobpost_tag-website-troubleshooting"],"_links":{"self":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost\/768","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost"}],"about":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/types\/jobpost"}],"author":[{"embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/users\/1"}],"wp:attachment":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/media?parent=768"}],"wp:term":[{"taxonomy":"jobpost_category","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_category?post=768"},{"taxonomy":"jobpost_job_type","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_job_type?post=768"},{"taxonomy":"jobpost_location","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_location?post=768"},{"taxonomy":"jobpost_tag","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_tag?post=768"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}