Service Desk Analyst I - 3rd Shift

About the Role

The day-to-day responsibilities will include interacting with customers at various levels of technical proficiency, requiring the analyst to communicate complex issues in a clear and concise manner. The role demands flexibility, as the analyst will need to adapt to changing circumstances and drive change when necessary. Working as part of a team, the Service Desk Analyst I will collaborate with peers and management to resolve issues efficiently and provide excellent customer service.

The work schedule for this position is from Saturday to Wednesday, 11:30 pm CT to 8:00 am CT, which may appeal to individuals who prefer non-traditional working hours and are looking for a role that offers a unique work-life balance.

What You Will Do

• Respond to requests for technical assistance via phone or electronic means, utilizing excellent communication skills to clearly document and communicate findings.
• Interact with customers, communicating at both technical and non-technical levels with peers, management, and customers.
• Categorize, prioritize, and gather necessary information pertaining to each reported issue, ensuring swift resolution or redirection within the service level agreement period.
• Provide excellent customer service with a friendly, positive attitude, staying current in evolving technologies.
• Function as the first point of contact for all network and server-related issues, proactively monitoring customer environments for faults, failures, and performance issues.
• Respond to emails, alerts, tickets, and phone calls from customers, including both NOC and Service Desk, in accordance with documented Standard Operating Procedures.
• Ensure regular updates are provided to customers regarding the progress in resolving their issues.
• Escalate higher-level issues to appropriate resources for in-depth investigation.
• Communicate (verbally and written) with other analysts on shift to ensure tickets are addressed.
• Understand and utilize ITIL processes (Incident, Problem, Change) and how they are used in a corporate environment.
• Perform scheduled maintenance, including server patching, as outlined in customer contracts.
• Research issues to assist with resolution using a wide range of tools such as OEM/vendor documentation, internet searches, forums, etc.
• Stay abreast of advances in technologies and further education in emerging technologies.
• Proactively monitor routers, switches, and applications of customer infrastructure, providing timely responses to all network or security incidents, outages, and performance alerts.
• Provide empathic customer support in a courteous and friendly manner.

What We Are Looking For

• 2+ years of related experience with help desk or network support.
• Proficiency in Windows 10, Windows 11, and Microsoft Office Suite.
• Experience with Cisco network devices and Windows servers.
• Demonstrated knowledge of VMWare or Citrix.
• Excellent verbal communication skills, demonstrating a clear and effective speaking manner.
• Ability to effectively interact with a variety of client and staff personalities and situations.
• Strong problem-solving skills, with the ability to diagnose and resolve complex technical issues.
• Experience with ITIL processes (Incident, Problem, Change).
• Strong analytical and technical skills, with the ability to learn new technologies quickly.
• High school diploma or equivalent required; degree in Computer Science, Information Technology, or related field preferred.

Nice to Have

• Experience with cloud technologies (AWS, Azure, Google Cloud).
• Certification in ITIL Foundation or higher.
• Knowledge of scripting languages (PowerShell, Bash, Python).
• Experience with help desk software (ServiceNow, JIRA Service Desk).
• Participation in on-call rotations for after-hours support.

Benefits and Perks

• Competitive salary.
• Comprehensive health insurance plan.
• Generous PTO policy, including vacation days, sick leave, and holidays.
• 401(k) retirement plan with company match.
• Remote work stipend to support home office setup.
• Ongoing training and professional development opportunities.
• Access to the latest technologies and tools.
• Collaborative and dynamic work environment.
• Recognition and reward for outstanding performance.
• Flexible working hours to accommodate different time zones and schedules.

• Ensure your resume highlights specific examples of technical troubleshooting and problem resolution, especially in a help desk or network support context.
• Practice explaining complex technical issues in simple, non-technical terms to demonstrate your communication skills.
• Be prepared to share scenarios where you had to adapt to new technologies or processes quickly, showcasing your ability to learn and grow.
• Develop a strong understanding of ITIL processes and how they apply to real-world scenarios, as this will be a key area of discussion during interviews.
• Consider creating a personal project or contributing to open-source projects to demonstrate your proficiency in relevant technologies, such as Cisco network devices or Windows servers.
• Prepare questions to ask the interviewer about the company culture, team dynamics, and opportunities for professional growth, showing your interest in the role beyond just the technical aspects.