Service Desk Analyst

Overview

This team supports internal employees as well as employees at satellite locations. The majority of the support is at the retail locations, supporting POS hardware, software, credit card readers, network connectivity, receipt printers, etc. After calls, this person is responsible for documenting the issue in Service Now (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. The associate will handle inbound trouble calls and requests; troubleshoot and resolve level 1 issues; research and resolve level 2 issues; and elevate as needed for advanced issues. The associate will also proactively follow up on tickets to ensure successful closure.

The environment includes proprietary software in a complex setting.

Contract position based out of Westlake, OH.

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

• 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)

Hybrid position in Westlake, OH.

Position anticipated to close on Jun 17, 2026.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.