Service Desk Analyst 

Service Desk Analyst - 100% Remote Supporting PST 4+ Month Contract Duration (No C2C and No Visa/Student Sponsorship)Candidates must be able to support PDT hours 10AM to 7PM Pacific, Monday to FridayPay up to $20/hr. (No PTO and No Paid Holidays)

The ideal candidate will have experience supporting both Windows and Mac environments, with a strong background in retail and point-of-sale (POS) systems. This role will primarily focus on managing ticket intake through ServiceNow. Prior POS support experience is a must-have requirement. 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 telephone, email and Service Now requestsCreates and tracks incidents and requests to ensure timely resolutionEscalate issues to the appropriate groupSupport Aptos retail POS system and Retail DevicesSolve 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 systemMust have the ability to focus and make quick sound decisionsMust be able to work independently and/or in a group environmentMust be a quick learner by documenting and taking notesMust be organized and detail orientedWork on a rotational after-hour on-call scheduleAvailable on the weekendsMust possess top notch customer serviceMust have excellent communication skills, work ethic, punctual, reliable and have a desire to excelMust have a solid understanding of networkingProficiency with Windows 10 and Mac OSXExperience managing accounts in Active Directory

Education & Experience:AS degree or higher or proven years of experience2 years of Service Desk or Desktop Support experience The estimated pay range for this position is USD $19.00/hr - USD $20.00/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.