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Description

Service Desk Analyst -This team supports corporate employees as well as the employees at their retail locations. The majority of the support at the retail locations supporting the POS hardware, software, credit card readers, network connectivity, receipt printers, etc. Corporate support will involve supporting M365 (Outlook, Teams, 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 ServiceNow (ticketing system) but they are moving to ServiceNow 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. This is a 24/7 Phone support environment. This role is a L1 support role. They have 3 people supporting password resets, vpn resets, and basic L1 troubleshooting. The rest of the team handles more complex issues like network troubleshooting and POS support.

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; password resets; troubleshoot and resolve level 1 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.

Candidate Experience:

•1-2+ years' experience in user and customer support in a phone support role

• Experience with password resets in multiple systems

• Level 1 technical troubleshooting experience

• M365 support experience

• Experience documenting in a ticketing/ITSM system (ServiceNow preferred)

• Knowledge of software and operating system support

• Point of Sale experience is a plus

• 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

Skills

phone support, help , service desk, ticketing system, password reset, Windows 10, Troubleshooting, Ticketing system, technical support, help desk, Windows, Office 365, Hardware, network support, point of sale

Top Skills Details

phone support, help desk, helpdesk, service desk, ticketing system, password reset, Windows 10, Troubleshooting,Ticketing system, Technical support

Additional Skills & Qualifications

Windows 10

Office 365

Point of Sale / POS

servicenow

troubleshooting

customer service

network support

Experience Level

Entry Level

Pay and Benefits

The pay range for this position is $15.00 - $18.00/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 Charlotte,NC.

Application Deadline

This position is anticipated to close on May 21, 2025.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

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.