Service Desk Analyst

Job Title: Service Desk Analyst

Job Description

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 escalate 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.
• 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. Candidates must be available to work within a coverage window between 7:00 a.m. and 7:30 p.m., with scheduling arranged so that two team members cover this timeframe. The position is offered as a 6-month contract.

This is a Contract position based out of Fargo, ND.

The pay range for this position is $20.00 - $25.00/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)

This is a fully onsite position in Fargo,ND.

This position is anticipated to close on May 12, 2026.

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.

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.

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 astoncarteraccommodation@astoncarter.com for other accommodation options.