Service Desk Analyst I (Shift Sat-Wed 4pm-1am EST), Req #1470

Description

You will be the first point of contact for technical support calls and customer emails, giving Level 1 help to the company's customers.

Your job is to diagnose problems accurately, describe them clearly, and track each one until it is resolved.

The role is a shift position covering Saturday to Wednesday, 4pm to 1am EST, and candidates must live in or near Virginia Beach, Virginia.

Responsibilities

• Give customers high-quality service every time you deal with them.
• Answer customer questions in person, by email, and by phone.
• Troubleshoot issues, work out solutions, and resolve them.
• Record, follow, and monitor problems so they are closed on time.
• Keep customers informed when their issue is fixed.
• Keep the issue tracking systems current.
• Work well with your team and contribute positively to it.
• Coach and train other Service Desk Analysts.

Requirements

• A high school diploma is required.
• A working understanding of how common software, hardware, and other equipment operate.
• Familiarity with call tracking applications is required; ServiceNow experience is a plus.
• At least one year of customer service experience is required.
• Strong verbal communication skills.
• Strong written communication skills.
• A drive to keep building your technical skills.
• Working knowledge of MS Excel, Word, and Outlook.
• You must also meet one of the following: two years of Service Desk or Help Desk experience, an associate degree at minimum, or any relevant IT certification.

Conditions

The initial base salary range is $16.83 to $24.04 per hour; the final offer depends on job-related knowledge, depth of experience, skills, certifications, and geographic location.

Pay may also include other elements such as commissions and discretionary bonuses.

The role is at-will, and the company may change base salary or any other discretionary pay or compensation program at any time, based on individual or team performance and market conditions.

Remote or hybrid candidates must be available on camera when working with employees, customers, vendors, and business partners, and must have dependable internet of at least 50 Mbps download and 15 Mbps upload, plus dependable mobile phone service.

The job involves mostly sitting, with occasional standing or walking; reasonable accommodations are available in line with applicable law.

The company does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, citizenship, disability, veteran status, or any other class protected by federal, state, or local law.

This job description is a guide and does not form an employment contract.

Benefits

• Medical, financial, and other benefits are offered, depending on the position, including 401(k) eligibility and an employee stock purchase program.
• Paid time off includes vacation, sick time, and personal leave.
• Full benefit plan details are provided once an offer is extended.