Service Desk Analyst

TEKsystems • Westlake, OH

1d • $18 - $23 • Hybrid

About The Position

This team supports internal employees as well as the employees at satellite locations. The majority of the support is at the retail locations supporting the POS hardware, software, credit card readers, network connectivity, receipt printers, etc. After calls, this person is responsible for documenting the issue in ServiceNow (ticketing system). This environment does have Windows and Linux as the POS systems run on both. The ability to take 30-40 calls/tickets per shift, typing quickly, general computer knowledge is all required.
The Service Desk Associate will provide first line support for remote users on core business applications. This is a real-time, fast-paced environment. Will handle inbound trouble calls and requests; troubleshoot and resolve level 1 issues; research and resolve level 2 issues; and escalate as needed for advanced issues. Will be responsible for proactively following up on tickets to ensure successful closure. The environment includes proprietary software in a complex environment.

Requirements

• Ability to take 30-40 calls/tickets per shift
• Typing quickly
• General computer knowledge

Nice To Haves

• Support for POS hardware, software, credit card readers, network connectivity, receipt printers
• Experience with Windows and Linux
• Experience with proprietary software in a complex environment

Responsibilities

• Documenting the issue in ServiceNow (ticketing system)
• Provide first line support for remote users on core business applications
• Handle inbound trouble calls and requests
• Troubleshoot and resolve level 1 issues
• Research and resolve level 2 issues
• Escalate as needed for advanced issues
• Proactively following up on tickets to ensure successful closure

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed