Industry Type:
IT / Software Dev
Job Detail:
What is special about Lighthouse?
Lighthouse is built on a foundation of unique, compassionate, highly driven individuals. We elevate the strengths and talents of those around us while leveraging opportunities for growth. We offer the experience of solving complex problems while continuing to grow multiple facets of your career. Lighthouse is where innovation meets support and where collaboration is the key ingredient to success. We grow together and are stronger together.
What’s unique about this role?
LHAP/Lighthouse is currently seeking Service Desk Associate to join our growing team. To be successful in this role you must be reliable, hardworking, technically savvy and a quick learner.
Service Desk Associate will assist in providing 24×7 global (US/UK/India) IT support for our hardware and software used in production, manage/deliver content and services to technology teams and other departments in the organization.
Ability to build, maintain and support workstation images, basic knowledge of Desktop Support, O365, System Engineering, End User Support, networking, LAN, WAN basics, technical activities, good communication skills
What will this person do?
- Provide Tier 1 level technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Respond to queries either on remote support or over the phone.
- Answer, evaluate and prioritize service requests via chat, email and in person for users. Provides regular and timely updates to customers.
- Perform move/add/change tasks for desktop/laptop hardware and software systems.
- Meet SLA requirements for problem resolution.
- Log and track issues in our service management tools.
- Build/deploy, patch and support end user desktops, laptops, mobile devices, and other related equipment.
- Maintain accurate inventory of computer hardware and software assets related to the service desk function.
- Maintain key performance metrics related to Tier I support functions.
- Manage vendor repair and returns of defective equipment as necessary.
- Learn eDiscovery applications to assist with support across the organization.
- Maintain best practices on security for supported applications.
- Keep manager and other team members informed of trends, delays or complications that arise during the normal course of work.
- Collaborate with other IT team members as needed.
- Participate in the creation and maintenance of IT standards and procedures.
- Flexible working night shifts. (including weekends five days a week)
- Perform other related duties as assigned.
Bring your passion and together we will shine. It would also be great if you had the following:
- Candidate must be a computer graduate.
- Willing to learn customer/user support in a corporate environment.
- Microsoft certifications preferred
- Excellent communication skills
- Candidate should be aware of incident management process of ITIL.
- Candidate should be flexible to work in rotation shifts.
Work Environment and Physical Demands
- Duties are performed in a typical office environment while at a desk or computer table.
- Duties require the ability to use a computer, communicate over the telephone, and read printed material, in a quiet and professional setting.
- Duties may require being on call periodically and working outside normal working hours (evenings and weekends).
Lighthouse celebrates and thrives on diversity and is an Equal Opportunity Employer. We hire, train, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. We welcome any talents and contributions you can bring to the team and are deeply committed to growing an environment where everyone can feel safe, is respected, and can show up as themselves. Come as you are!
As required by applicable pay transparency laws, Lighthouse complies with compensation disclosure requirements for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location, or other relevant factors. The salary range for this position may be tailored to be lower or higher in different talent markets.
This role will be eligible to participate in an annual bonus or incentive program.
As a trailblazer and catalyst for change, Lighthouse rises to each opportunity to help our clients, and our people do what they do best—shine.
This position will work for and be employed by Lighthouse’s India subsidiary, which is an independent company located in India.
