Evenings Service Desk Analyst II: 3K+ User Support

Tanner; Northern (KY); Hybrid; USD 42,000 - 60,000; Full time

Job summary

Tanner is seeking a Service Desk Analyst II for evening shifts in the Information Technology department. The role focuses on telephone support for a large user base, ticketing, and coordinating escalation with technical teams.

Ideal candidates have a high school diploma or GED, 3 years of service desk experience, and HDI certification or at least the plan to obtain it within 6 months. On-site work with weekends required.

Qualifications

• High School Diploma or GED required.
• 3 years of related experience in a service desk or call center environment.
• HDI Support Center Analyst Certification required or achievable within 6 months.
• Experience with Service Desk ticketing systems (Cherwell, Altiris, Remedy, HEAT).
• Proficiency with Windows OS and Microsoft Office applications.

Responsibilities

• Provide telephone support for a 3000+ user environment.
• Dispatch technical support to customer locations.
• Handle incoming calls and escalate software/hardware issues.
• Maintain a service order database using the Service Desk software.
• Serve as liaison between technical staff and customers; assess urgency of calls.

Skills

HDI Support Center Analyst

Remote control tools

Windows OS proficiency

Office Suite

IP/DNS/DHCP familiarity

Education

Associate degree or equivalent coursework (60 hours)

Tools

Cherwell ticketing

Altiris

Remedy/HEAT

VMware/Citrix

Job description

Tanner is seeking a Service Desk Analyst II for evening shifts in the Information Technology department. The role focuses on telephone support for a large user base, ticketing, and coordinating escalation with technical teams.

Ideal candidates have a high school diploma or GED, 3 years of service desk experience, and HDI certification or at least the plan to obtain it within 6 months. On-site work with weekends required.