Service Desk Analyst

TEKsystems•Westlake, OH

1d•$18 - $23•Hybrid

About The Position

This is a 24/7 Phone support environment, with a focus on "networking support" rather than just password resets. The role is primarily third shift, dealing with technical issues at retail locations, including POS systems, network connectivity, and related hardware. The team supports both internal employees and those at truck stops and convenience stores. The ability to communicate technical issues in layman's terms to non-technical users is crucial. Responsibilities include documenting issues in ServiceNow, troubleshooting Windows and Linux POS systems, and handling 30-40 calls/tickets per shift. The Service Desk Associate provides first-line support for remote users on core business applications, handling inbound trouble calls, troubleshooting and resolving level 1 and level 2 issues, escalating as needed, and proactively following up on tickets. The role also involves contributing to the support knowledge base and documentation. The environment includes proprietary software and requires strong troubleshooting, problem-solving, and communication skills.

Requirements

3+ years experience in user and customer support
Knowledge of software and operating system support
Patience and excellent communication skills!
Windows, Linux, MS Office Troubleshooting and problem solving over the phone
User interaction/communication (oral and written)
Ability to take 30-40 calls/tickets per shift
Typing quickly
General computer knowledge

Nice To Haves

Knowledge of retail, POS, or customer-facing product support is highly preferred
Someone who comes from a NOC background will work out well!
Cisco and Networking support
Windows 10
Office 365
Point of Sale / POS
servicenow troubleshooting
customer service
network support

Responsibilities

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 issues as needed for advanced support.
Proactively follow up on tickets to ensure successful closure.
Document issues in ServiceNow (ticketing system).
Support internal employees as well as employees at truck stops and convenient stores.
Support POS hardware, software, credit card readers, network connectivity, and receipt printers.
Develop, maintain, and contribute to the support knowledge base and other documentation.