Service Desk Analyst

Service Desk Analyst The Service Desk Analyst provides Tier 1 technical assistance and administrative support to internal employees via phone and email. This role focuses on troubleshooting basic technical issues, coordinating with network vendors, managing voicemail configurations, and documenting processes clearly so others can easily follow them. The position is ideal for someone who enjoys helping people, communicates clearly, and has experience delivering customer service in a technical support environment. Responsibilities Provide Tier 1 technical support to internal employees by phone and email, handling approximately a 50/50 split between both channels, with volume varying by day. Troubleshoot basic technical issues and escape more complex problems as needed to ensure timely resolution. Identify and troubleshoot network outages, including issues with individual store internet circuits, and open trouble tickets with circuit vendors when necessary. Set up, configure, and delete voicemail boxes for internal users in a timely and accurate manner. Document troubleshooting steps, solutions, and procedures in a clear and easy-to-understand format so that anyone can follow the instructions. Communicate professionally and effectively with internal employees and, when required, with external vendors to resolve technical issues. Maintain accurate records of support requests, actions taken, and resolutions in the appropriate systems or tools. Provide courteous, patient, and service-oriented support, focusing on creating a positive experience for internal employees. Follow established policies, procedures, and escalation paths to ensure consistent and efficient support. Essential Skills At least 1 year of customer service experience performing technical support. Strong customer service skills, including patience, active listening, and clear communication. Ability to troubleshoot basic technical issues and follow defined procedures to resolve them. Ability to write clear, concise documentation that is easy for anyone to understand. Comfort working in a high-contact environment using both phone and email to support internal employees. Ability to collaborate with vendors and internal teams to resolve network and technical issues. Additional Skills & Qualifications Preferred experience with Microsoft Azure and Active Directory. Familiarity with voicemail systems, including setup, configuration, and deletion. Experience working in a professional office environment. Strong organizational skills and attention to detail when documenting issues and resolutions. Work Environment This is an in-office position in a professional work environment, supporting primarily internal employees with occasional interaction with external vendors. The role involves significant time on the phone and email, with most conversations focused on internal technical support rather than direct interaction with store customers. The position is offered as a 6‑month contract with potential for permanent. Job Type & Location This is a Contract position based out of Fargo, ND. Pay and Benefits The pay range for this position is $20.00 - $25.00 per hour. 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 fully onsite position in Fargo, ND. Application Deadline This position is anticipated to close on Jul 3, 2026. Equal Opportunity Employer 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. Reasonable Accommodation If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email View email address on click.appcast.io. San Francisco Fair Chance Ordinance Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. #J-18808-Ljbffr