Service Desk Analyst

Description

Job Description

Shift during training (4-6 weeks):
Will be 1st shift Monday through Friday 8A-4:30P EST, then when training is complete, roles will move to 2nd shift.

This is a 24/7 Phone support environment. This role is really more "networking support" than a password reset service desk. With it being third shift, most of the technical issues are at the retail locations and not corporate/HQ, which leads to more calls around POS, network connectivity, etc. This team supports internal employees as well as the employees at the truck stops and convenient stores.

The majority of the support is at the retail locations supporting the POS hardware, software, credit card readers, network connectivity, receipt printers, etc. This role involves incoming calls from users that can be non-technical, so the ability to ask questions in layman's terms is imperative. After calls, this person is responsible for documenting the issue in Service Now (ticketing system) but they are moving to Service Now so that will switch.

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 2nd shift does take less calls and it is not nearly 30-40 as that is more first shift call volume.

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.

In addition to supporting customers, the help desk staff will also develop, maintain, and contribute to support knowledge base and other documentation.

Background :

-3+ years experience in user and customer support

- Knowledge of software and operating system support

- Patience and excellent communication skills!

Required Skills:

- Windows, Linux, MS Office Troubleshooting and problem solving over the phone

- User interaction/communication (oral and written)

- Knowledge of retail, POS, or customer-facing product support is highly preferred

* Someone who comes from a NOC Background will work out well! Need to be more network-support than anything

Skills

Help desk support, Troubleshooting, network connectivity, network support, Help desk, Windows 10, Phone support, technical support, CISCO, VPN, Pos system, Service desk, Customer service, Point of sale, Windows, office 365, servicenow, Pos, Computer hardware, Noc, Network monitoring

Top Skills Details

Help desk support,Troubleshooting,network connectivity,network support,Help desk,Windows 10,Phone support,technical support,CISCO,VPN

Additional

Skills & Qualifications

Additional

Skills & Qualifications

Cisco and Networking support

Windows 10

Office 365

Point of Sale / POS

servicenow

troubleshooting

customer service

network support

Experience Level

Intermediate Level

Job Type & Location

This is a Contract position based out of Westlake, OH.

Pay and Benefits

The pay range for this position is $18.00 - $23.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:  - 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)

Workplace Type

This is a hybrid position in Westlake,OH.

Final date to receive applications

This position is anticipated to close on Jun 12, 2026.

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