Service Desk Analyst

Key Responsibilities:

• Must be comfortable to work at the payrate of $19/hour.
• Remote while contracting Hybrid once converted and the days are Tues/Wed -appetite for Part Time
• Monday through Friday 6:00 am - 9:30 pm normal coverage starting times range from 6:00 am - 1:00 pm starting every half hour 1:00-9:30pm last shift
• TRAINING:
• 4-5 weeks Mon Fri 8:30- 5:00 EST with DSM sister site 7:30am-4:00pm CST. Training will be up to 3 wks. classroom 1-2 week launchpad/nest area live on floor taking calls through headset with trainers on hand.
• Operation is a 24x6 Monday through Friday 6:00 am - 9:30 pm normal coverage starting times range from 6:00 am - 1:00 pm starting every half hour 1:00-9:30pm last shift small overnight 3rd shift during work week.
• There is also a limited crew 8:00 am -5:30 pm on Sat if you work Sat then you would have a day during the week off closed on Sundays; on call for Sundays.
• Training is mandatory missing any part of training could be grounds for termination.
• Fix/Troubleshooting: password network connectivity HW/SW mobile apps printers application errors VPN etc
• Will be looking for them to help maintain service levels; provide adequate customer service; protect the assets of NW and their associates; understand the concept of Social Engineering as theyre the front door of NW; always looking for new ways to improve the process.

Key Requirements and Technology Experience:

• Key skills: - Must have at least one year of experience as aservice desk analyst OR help desk analyst OR IT support specialist OR technical support specialist.
• Experience working with Microsoft products and services on a Windows 10 platform.
• Ability to work with a ticketing system ex: ServiceNow
• Good verbal and written communication skills to effectively interact with customers and all levels of personnel.
• Must be able to provide technical support to diagnose analyze research and resolve moderately complex computer problems while minimizing the impact of service interruptions.
• Must be able to analyze moderately complex error conditions and/or abnormal situations and report malfunctions to management.
• Must have the ability to utilize computer operation.
• System software commands to troubleshoot and resolve moderately complex issues related to application andhardware/peripherals.
• Must have good analytical and decision-making skills.
• Experience providing customer support.
• Experienceworking in a contact center environment.
• Desire toexpandinformation technology knowledge and skills.
• Focusedon continuous learning.
• Ability to work under pressure.
• Adaptability
• Teamwork skills