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National Express companies share a strong commitment to provide the highest level of transportation safety, quality transportation, outstanding customer service and positive employee relations. Our corporate headquarters, located in Lisle, Illinois, houses the administrative and corporate support functions for the organization. Our 250+ local customer service centers (CSCs) are supported by regional operations teams located throughout North America. Learn more at nellc.com.

National Express LLC is currently seeking a **Help Desk Analyst** to work from our corporate office in Lisle, Illinois. This position reports directly to the IT Infrastructure Manager and is responsible for serving as the first point of contact for employees requesting IT assistance with computers, laptops, tablets, phones, account administration, user configuration, software, peripherals, etc. This includes receiving, prioritizing, documenting, and actively resolving Tier 1 end user requests and escalating incidents when appropriate and necessary to maintain Service Level Agreement expectations. Problem resolution may involve the use of diagnostic and help desk tracking tools. In addition, this position requires providing in-person desktop level support.

Position Responsibilities Include:

+ Recording user service requests in ticketing system according to incident management process

+ Fulfilling user requests for help desk service with respect to desktop / laptop technology, phones, USB devices, wireless services, printers, other desktop / laptop connected devices, tablets etc.

+ Performing account administration

+ Assigning or escalating problems and requests to appropriate Tier 2 resources

+ Creating user documentation to assist users with routine use and resolution scenarios

+ Providing direct guidance and instruction to users to resolve computer problems and to assist the user with the use of computers and applications

+ Assisting desktop support, Tier 2, and Tier 3 resources with problem resolution; implementing solutions provided by others to solve escalated problems as necessary

+ Performing issue follow-up with users and other technical resources to ensure problem resolution and timely close out of tickets

+ Developing instruction sheets and FAQ lists for end users

+ Documenting problem identification, symptoms, diagnosis, and resolution steps in ticketing system or other document sources as required

+ Alerting management to emerging trends in incidents

+ Communicating NELLC policies and procedures

+ Provide off-hours support as needed

+ Other duties as assigned.

Pay range for this position is $50,000-$60,000 annual salary.

Qualifications

Position Requirements Include:

+ BS/BA Degree in Computer Science, Engineering, Business or equivalent

+ 4 or more years of experience in a distributed help desk environment

+ Experience with AD account creation and administration

+ Experience with a variety of computers / laptop models and peripherals

+ Experience with remote administration tools and techniques

+ Demonstrated ability to quickly learn new applications and technologies

+ Advanced working knowledge of computer software packages including the Microsoft Office 365 Suite as well as demonstrated understanding of operating systems, relational database design and operation, query tools, reporting tools, and decision support tools

+ Exceptional interpersonal skills with a focus on rapport-building, listening, and questioning skills

+ Excellent verbal and written communication skills

+ Ability to effectively prioritize and execute tasks in a high-pressure environment

+ The ability to maintain a friendly demeanor at all times

+ The ability to exhibit confidence in the IT Service Support to solve problems to users

+ Self-motivated with an energetic disposition.

_We offer medical, dental, vision, basic life insurance coverage, holiday pay, and PTO accrual. Additionally, employees are able to enroll in a retirement savings plan. The pay rate range, along with most all of the other terms and conditions of employment, vary between different sites, geographical markets, customer/ contractual terms and positions._

_At National Express our goal is to be a diverse workforce that is representative of the communities we serve. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law._

_National Express LLC’s independent subsidiaries and affiliates are an equal employment opportunity (_ _EE_ _O) employer_

_The pay rate range, along with most all of the other terms and conditions of employment, vary between different sites, geographical markets, customer/ contractual terms and positions._