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Service Desk Analyst I - 3rd Shift

2 weeks, 6 days ago
United States
Full-time
Junior
Customer Support
DevOps and Infrastructure
Active Directory Cisco Windows Server
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Your Business

Your Business

NRI is a North American consultancy delivering business and tech solutions that fuel growth, boost profitability, and drive lasting innovation.

Internet Software & Services
View All Jobs 11

Description

  • Respond to technical assistance requests via phone, email, alerts, tickets, and other electronic means.
  • Troubleshoot and diagnose software, hardware, operating system, network, and server issues.
  • Categorize, prioritize, document, and track incidents while maintaining clear communication with customers and internal teams.
  • Monitor customer environments proactively for faults, failures, security incidents, outages, and performance issues.
  • Escalate complex issues to appropriate resources and drive troubleshooting across internal and external parties.
  • Follow ITIL and documented Standard Operating Procedures to resolve or redirect incidents within service-level agreements.
  • Perform scheduled maintenance tasks, including server patching, according to customer contracts.
  • Use vendor documentation, internet resources, forums, and knowledge base articles to research and resolve issues.
  • Provide timely customer updates and deliver courteous, empathetic service throughout the support process.
  • Participate in cross-training and recommend updates or corrections to knowledge base documentation.

Requirements

  • 2+ years of related experience in help desk or network support.
  • Experience with Windows 10, Windows 11, Microsoft Office Suite, and Active Directory.
  • Experience with Cisco network devices and Windows servers.
  • Demonstrated knowledge of VMware or Citrix.
  • Clear and effective verbal communication skills for speaking with clients and staff.
  • Clear and succinct written communication skills for email and other written formats.
  • Ability to interact effectively with a variety of client and staff personalities and situations.
  • Willingness to work the 3rd shift schedule: Saturday through Wednesday, 11:30 pm CT to 8:00 am CT.
  • Ability to multitask in a fast-paced environment and work in a self-directed manner.
  • ITIL process knowledge, including Incident, Problem, and Change management, is preferred.

Benefits

  • $21 to $23 per hour.
  • Health, vision, and dental insurance.
  • Life insurance and health/dependent care flexible spending accounts.
  • 401(k) plan.
  • Short-term and long-term disability coverage.
  • Generous vacation and flex time off programs.
  • Company-paid holidays.
  • Training and development opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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