Service Desk Analyst

Aston Carter•Fargo, ND

7d•$20 - $25•Onsite

About The Position

The Service Desk Analyst provides Tier 1 technical assistance and administrative support to internal employees via phone and email. This role focuses on troubleshooting basic technical issues, coordinating with network vendors, managing voicemail configurations, and documenting processes clearly so others can easily follow them. The position is ideal for someone who enjoys helping people, communicates clearly, and has experience delivering customer service in a technical support environment.

Requirements

At least 1 year of customer service experience performing technical support.
Strong customer service skills, including patience, active listening, and clear communication.
Ability to troubleshoot basic technical issues and follow defined procedures to resolve them.
Ability to write clear, concise documentation that is easy for anyone to understand.
Comfort working in a high-contact environment using both phone and email to support internal employees.
Ability to collaborate with vendors and internal teams to resolve network and technical issues.

Nice To Haves

Preferred experience with Microsoft Azure and Active Directory.
Familiarity with voicemail systems, including setup, configuration, and deletion.
Experience working in a professional office environment.
Strong organizational skills and attention to detail when documenting issues and resolutions.

Responsibilities

Provide Tier 1 technical support to internal employees by phone and email, handling approximately a 50/50 split between both channels, with volume varying by day.
Troubleshoot basic technical issues and escalate more complex problems as needed to ensure timely resolution.
Identify and troubleshoot network outages, including issues with individual store internet circuits, and open trouble tickets with circuit vendors when necessary.
Set up, configure, and delete voicemail boxes for internal users in a timely and accurate manner.
Document troubleshooting steps, solutions, and procedures in a clear and easy-to-understand format so that anyone can follow the instructions.
Communicate professionally and effectively with internal employees and, when required, with external vendors to resolve technical issues.
Maintain accurate records of support requests, actions taken, and resolutions in the appropriate systems or tools.
Provide courteous, patient, and service-oriented support, focusing on creating a positive experience for internal employees.
Follow established policies, procedures, and escalation paths to ensure consistent and efficient support.