Associate Analyst, Service Desk

**About Us:** Opensity Solutions is the largest tech‑enabled managed services organization serving leading law firms, financial institutions and professional services firms. At Opensity, we provide integrated operational platforms, automation and advisory services that enable clients to modernize operating models, reduce cost and accelerate growth. Our capabilities include IT and technology solutions, document processing and administrative support, marketing and communications, billing and AP/AR services, records and information governance, workflow automation, consulting and hospitality and facilities services. **Our Mission:** Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best. Jumpstart your career in the dynamic Legal/IT sector with Opensity Solutions as a Service Desk Analyst! We offer a comprehensive training program to every incoming Service Desk Analyst to be successful in supporting our law firm clients. Opensity prepares you to work in a fast pace, agile, customer service\-oriented environment while working collegially and collaboratively with a world\-class Service Desk team. Career opportunities abound both within the Service Desk Department as well as more hands\-on engineering roles for those looking for a more technical tract. **The position comes with an array of benefits.** **This opportunity is remote! The first week will be spent with our dedicated Service Desk Training team Monday through Friday 9:00 AM to 5:30 PM CST before moving to their working shift schedule.** * We are looking for candidates who are able to work any days of the week (any combination of days Monday through Sunday) 2nd and 3rd shift preferred The **Service Desk Analyst** provides technical support related to computer systems, hardware, or software via telephone, email, and chat tools. This position is fast\-paced and multi\-task intensive, requiring quick decision\-making and top\-notch customer service skills. **Essential Duties and Responsibilities** * Serve as the first point of contact to customers seeking help for hardware, software, network, or other technical and non\-technical issues. * Provide over\-the\-phone, email, and chat support. * Identify, diagnose, and resolve all customer issues by using documented troubleshooting items such as a knowledge base, previously reported issues, colleague experience, or connecting the customer to an escalated level of support to properly resolve their issue. * Use of screen sharing and remote\-control tools to properly vet, collect and evaluate the customer’s reported issue. * Properly ticketing all customer requests with detailed information regarding the issue reported. Service Desk Analysts are expected to provide accurate, descriptive, and complete information in all tickets to successfully relay information back to the customer or other support team members.