Service Desk Analyst, Device Deployment

2-Month W2 Contract (No C2C/No Visa Sponsorship/No Student Sponsorship) Pay up to $23/hr w2. [$5/hr. compensation bonus upon project completion] Work will support multiple time zones and shift earlier over the course of the project as rollout phases progress from Pacific to Mountain, Central, and Eastern retail locations. During the first several weeks, support will focus on PDT locations, with typical hours of 7:00 AM–4:00 PM PT.

This is a fully remote, Monday–Friday position, and candidates must be available to work within the broader window of 4:00 AM–4:00 PM Pacific Time. Consultants will work 8-hour shifts, with schedules varying based on the time zone being supported.

The ideal candidate will have experience supporting both Windows and Mac environments, along with technical support experience in retail and point-of-sale (POS) systems [Aptos highly preferred]. Candidates should be comfortable handling a high-volume workload, including 60+ calls per day. Strong communication skills and a customer-focused approach are essential.

Level 1 support is the first tier of support, provided by Service Desk Analyst Level 1 with the least experience, lower understanding of technical issues, and limited access to resources.

• Respond to telephone, email and Service Now requests
• Creates and tracks incidents and requests to ensure timely resolution
• Escalate issues to the appropriate group
• Support Aptos retail POS system and Retail Devices
• Solve everyday problems such as username and password issues, menu navigation, verification of hardware and software, installation issues, and setup
• Level 1 support teams solve user problems by following standard operating procedures through Knowledge Bases. If no solutions are available per the training and instructions, Level 1 personnel forward the Incident/Request to Level 2 support

• Experience with Aptos retail point of sale system (or equivalent)
• Must have the ability to focus and make quick sound decisions
• Must be able to work independently and/or in a group environment
• Must be a quick learner by documenting and taking notes
• Must be organized and detail oriented
• Work on a rotational after-hour on-call schedule
• Available on the weekends
• Must possess top notch customer service
• Must have excellent communication skills, work ethic, punctual, reliable and have a desire to excel
• Must have a solid understanding of networking
• Proficiency with Windows 10 and Mac OSX
• Experience managing accounts in Active Directory

• AS degree or higher or proven years of experience
• 2 years of Service Desk or Desktop Support experience

The estimated pay range for this position is USD $19.00/hr.

- USD $23.00/hr exact compensation and offers of employment are dependent on job-related knowledge, skills, experience, licenses or certifications, and location. We also offer comprehensive benefits. The Talent Acquisition Partner can share more details about compensation or benefits for the role during the interview process.