Service Desk Analyst - Network Support

TEKsystems
$18.00 - $24.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Ohio, Westlake
Apr 17, 2025
Service Desk Associate - Networking Support Shift Details: * Training Period (4-6 weeks): Monday through Friday, 8:00 AM - 4:30 PM EST * Post-Training Shift: Tuesday through Saturday, 4:00 PM - 12:30 AM EST TEKsystems is seeking a service desk technician for one of our clients based out of Westlake, Ohio. This is a 24/7 phone support environment, primarily focused on networking support rather than standard service desk tasks like password resets. Given the shift timing, most technical issues arise at retail locations rather than corporate offices, with frequent calls related to point-of-sale systems, network connectivity, credit card readers, receipt printers, and other hardware/software issues. Role Responsibilities: * Provide remote technical support to internal employees and retail staff. * Assist non-technical users by asking questions in simple, clear terms. * Document issues in a ticketing system for tracking and resolution. * Work within a multi-platform environment, including systems running on Windows and Linux. * Handle approximately 30-40 calls/tickets per shift, requiring fast typing skills and strong general computer knowledge. * Second-shift team members typically manage a lower call volume than those on the first shift. * Troubleshoot and resolve Level 1 issues, research Level 2 concerns, and escalate complex problems as needed. * Maintain and contribute to knowledge base documentation. Qualifications: * 3+ years of experience in user and customer support. * Strong knowledge of operating systems and software troubleshooting. * Excellent communication skills, with the ability to explain technical solutions in layman's terms. * Experience with retail, POS systems, or customer-facing product support is highly preferred. * Candidates with a history in network operations centers (NOC) are a great fit for this role. Required Skills: * Troubleshooting and problem-solving over the phone. * Strong user interaction and communication skills (oral and written). * Experience with networking support, operating systems, and business applications. Preferred Skills & Experience: * Familiarity with Windows, Linux, and standard office applications. * Experience supporting point-of-sale hardware/software. * Customer service-oriented approach, ensuring effective issue resolution. Experience Level: Expert Level Pay and Benefits The pay range for this position is $18.00 - $24.00/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 Westlake,OH. Application Deadline This position is anticipated to close on Apr 30, 2025. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.