It Service Desk Analyst (Remote)

It Service Desk Analyst | Tech Guru LLC | Kenya

Job Description: Service Desk Support Analyst

Position Overview

Tech Guru – IT for Accounting Firms is looking for a Service Desk Support Analyst who thrives in a fast-paced, dynamic environment and is passionate about delivering a delightful customer experience. This role is perfect for someone who loves technology, is an excellent problem solver, and is eager to go the extra mile to support accounting firms’ IT needs.

Core Values:

At Tech Guru, we live by our core values of Caring, Accountable, Responsive, and Empathetic. We believe these values are essential to providing exceptional service to our clients and fostering a positive work culture.

Who We’re Looking For:

• Responsive Communicator: You are exceptional at verbal and written communication, ensuring clients feel heard and supported.
• Tech Enthusiast: You love technology and have a knack for solving complex IT issues.
• Tenacious Problem-Solver: You are persistent, resourceful, and proactive in resolving issues. You know when to dig deep and when to ask for help.
• Process-Oriented: You thrive on following established processes and improving them when needed.
• Customer-Centric: You have a passion for delivering excellent customer service, creating delightful experiences for every client.
• Reliable and Detail-Oriented: You do what you say you’re going to do, keep meticulous records, and maintain up-to-date documentation.
• Proactive Thinker: You can think on your feet and take the initiative to address client needs before they escalate.

Key Responsibilities

• Deliver prompt, high-quality remote support to accounting firms using remote tools and phone communication.
• Diagnose and resolve technical issues related to:
• Windows servers and workstations: setup, maintenance, and troubleshooting.
• Remote desktop environments: ensuring smooth and secure access.
• Networking systems: including Unifi and Ubiquiti hardware and configurations.
• Accounting and tax software: knowledge in this area is a strong advantage.
• Mac systems and mobile devices: ensuring cross-platform compatibility and functionality.
• Maintain comprehensive and accurate documentation of client environments, updating records consistently.
• Adhere to established processes to deliver consistent, high-quality technical support services.
• Collaborate with team members to escalate and resolve complex technical issues.
• Proactively identify and suggest improvements for client IT setups to optimize performance and prevent potential problems.

Required Skills and Experience

Technical Skills

• In-depth knowledge of Windows server environments and remote desktop technologies.
• Experience with networking systems, particularly Unifi and Ubiquiti.
• Proficiency in Windows system support; familiarity with Mac systems is a bonus.
• Strong skills in configuring and troubleshooting mobile devices across platforms.

Soft Skills

• Outstanding communication abilities in both written and verbal formats.
• Proven track record of dependability with a focus on meeting deadlines and fulfilling commitments.
• Dedication to delivering exceptional customer service with a client-first mindset.
• Ability to thrive in a dynamic, fast-paced environment with an entrepreneurial spirit.

Preferred Qualifications

• Previous experience working with accounting firms or a strong understanding of accounting and tax software.
• Familiarity with IT requirements and challenges unique to the accounting industry.

What Success Looks Like in This Role:

• Clients consistently report positive feedback and express satisfaction with the support they receive.
• Issues are resolved promptly and thoroughly, minimizing downtime for clients.
• Documentation is impeccable, allowing seamless transitions for team collaboration.
• You build trust with clients by being reliable, responsive, and knowledgeable.
• You proactively identify and implement solutions to improve client IT environments.

Core Values:
At Tech Guru, all employees must align with our core values:

• Caring: We genuinely care about the well-being of our clients, our team, and our company. We strive to create a supportive, nurturing work environment.
• Accountable: We take ownership of our actions and responsibilities. We’re committed to delivering on our promises and meeting our obligations.
• Responsive: We prioritize swift and effective communication, ensuring that we’re always available to address concerns and challenges as they arise.
• Empathetic: We approach every situation with understanding and compassion, putting ourselves in others’ shoes to provide the best support possible.

Our Commitment to Diversity, Equity, and Inclusion

Tech Guru is committed to fostering a workplace where diversity, equity, and inclusion are not just principles but practices. We welcome individuals of all backgrounds to join our mission, ensuring that every employee and client is valued, respected, and heard.

Why Join Us

• Be part of a dynamic, fast-growth company dedicated to innovation and client success.
• Lead a talented, motivated, and collaborative remote team.
• Enjoy the flexibility of working from home while making a tangible impact in the IT industry.
• Grow your career in an environment that values creativity, accountability, and continuous improvement.

Join us in creating delightful IT experiences for accounting professionals!

Job Type: Full-time

Application Question(s):

• What is your expected salary (USD/monthly)?
• What’s your notice period?

Experience:

• Windows server environments and remote desktop technologies: 2 years (Required)
• Unifi and Ubiquiti.: 2 years (Required)
• Accounting Software: 2 years (Required)
• Autotask: 2 years (Preferred)
• Service Desk Analyst: 3 years (Required)

Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home