Overview
Remote
Depends on Experience
Contract - W2
Contract - 2 week(s)
Skills
ServiceNow
Job Details
***W-2 Candidates ONLY - No C2C or third-party***
***REMOTE - ANY TIME ZONE IS FINE (MUST SUPPORT PDT HOURS 10AM - 7PM)
MUST BE OK WITH HIGH VOLUME DESK, 60+ CALLS/DAY
Should have some Retail/POS support experience; Aptos preferred, but not required. Must have ticketing system experience with ServiceNow being strongly preferred.
Degree not required
Must have experience/comfort with a busy call center/high volume help desk environment
Must have A+ communications, friendly, flexible with shifting assignments as needed
Service Desk Analyst -
Job Purpose:
Level 1 support is the first tier of support, provided by Service Desk Analyst Level 1 with the least experience, lower understanding of technical issues, and limited access to resources.
Essential Job Functions:
Respond to Service Now tickets, email and telephone requests.
Creates and tracks incidents and requests to ensure timely resolution
Escalate issues to the appropriate group
Support Aptos retail POS system and Retail Devices
Solve everyday problems such as username and password issues, menu navigation, verification of hardware and software, installation issues, and setup.
Level 1 support teams solve user problems by following standard operating procedures through Knowledge Bases. If no solutions are available per the training and instructions, Level 1 personnel forward the Incident/Request to Level 2 support.
Job Requirements:
Experience with Aptos retail point of sale system
Must have the ability to focus and make quick sound decisions
Must be able to work independently and/or in a group environment
Must be a quick learner by documenting and taking notes
Must be organized and detail oriented
Work on a rotational after-hour on-call schedule
Available on the weekends
Must possess top notch customer service
Must have excellent communication skills, work ethic, punctual, reliable and have a desire to excel
Must have a solid understanding of networking
Proficiency with Windows 10 and Mac OSX
Experience managing accounts in Active Directory
Education & Experience:
AS degree or higher or proven years of experience
2 years of Service Desk or Desktop Support strongly preferred experience
The estimated pay range for this position is USD $20.00/hr - USD $22.00/hr. Exact compensation and offers of employment are dependent on job-related knowledge, skills, experience, licenses or certifications, and location. We also offer comprehensive benefits. The Talent Acquisition Partner can share more details about compensation or benefits for the role during the interview process.
***REMOTE - ANY TIME ZONE IS FINE (MUST SUPPORT PDT HOURS 10AM - 7PM)
MUST BE OK WITH HIGH VOLUME DESK, 60+ CALLS/DAY
Should have some Retail/POS support experience; Aptos preferred, but not required. Must have ticketing system experience with ServiceNow being strongly preferred.
Degree not required
Must have experience/comfort with a busy call center/high volume help desk environment
Must have A+ communications, friendly, flexible with shifting assignments as needed
Service Desk Analyst -
Job Purpose:
Level 1 support is the first tier of support, provided by Service Desk Analyst Level 1 with the least experience, lower understanding of technical issues, and limited access to resources.
Essential Job Functions:
Respond to Service Now tickets, email and telephone requests.
Creates and tracks incidents and requests to ensure timely resolution
Escalate issues to the appropriate group
Support Aptos retail POS system and Retail Devices
Solve everyday problems such as username and password issues, menu navigation, verification of hardware and software, installation issues, and setup.
Level 1 support teams solve user problems by following standard operating procedures through Knowledge Bases. If no solutions are available per the training and instructions, Level 1 personnel forward the Incident/Request to Level 2 support.
Job Requirements:
Experience with Aptos retail point of sale system
Must have the ability to focus and make quick sound decisions
Must be able to work independently and/or in a group environment
Must be a quick learner by documenting and taking notes
Must be organized and detail oriented
Work on a rotational after-hour on-call schedule
Available on the weekends
Must possess top notch customer service
Must have excellent communication skills, work ethic, punctual, reliable and have a desire to excel
Must have a solid understanding of networking
Proficiency with Windows 10 and Mac OSX
Experience managing accounts in Active Directory
Education & Experience:
AS degree or higher or proven years of experience
2 years of Service Desk or Desktop Support strongly preferred experience
The estimated pay range for this position is USD $20.00/hr - USD $22.00/hr. Exact compensation and offers of employment are dependent on job-related knowledge, skills, experience, licenses or certifications, and location. We also offer comprehensive benefits. The Talent Acquisition Partner can share more details about compensation or benefits for the role during the interview process.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.