Service Specialist

NWN; United States; Hybrid; USD 42,000 - 52,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Unlimited PTO

Hybrid/Remote work

Job summary

NWN is seeking an entry-level to mid-level Help Desk Analyst to support customers across North America. The role focuses on incident response, basic VoIP and collaboration troubleshooting, and thorough ticket documentation.

You will work in a hybrid environment with flexible schedules, collaborating with cross-functional teams to resolve issues and improve service delivery for a broad range of clients.

Qualifications

• 1+ years in Help Desk, NOC, MSP, or technical support.
• Basic knowledge of VoIP, SIP, networking, Microsoft 365 and collaboration tech.
• Comfort with adopting emerging AI tools to optimize processes and drive efficiency.

Responsibilities

• Monitor and respond to incidents, alarms, and customer requests.
• Perform initial troubleshooting for Cisco CUCM, Unity Connection, gateways, SIP trunks, and devices.
• Execute routine MACDs including users, devices, extensions, call queues, and auto attendants.
• Document work in ServiceNow and maintain knowledge articles.
• Escalate complex voice and collaboration issues to L2/L3 teams.
• Provide customer communications and ticket updates.
• Participate in after-hours coverage as assigned.

Skills

Help desk experience

Networking basics

VoIP basics

AI tools adoption

Education

GED or High School Diploma

Tools

VoIP

SIP

Microsoft 365

Collaboration tech

Job description

Company Overview

NWN is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. For more than 30 years, NWN has helped over 5,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions. The company's proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients' most demanding technology needs. NWN is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a 'Best Place to Work' with an 86 Employee Net Promoter Score.

Company Overview

NWN is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. For more than 30 years, NWN has helped over 5,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions. The company's proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients' most demanding technology needs. NWN is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a 'Best Place to Work' with an 86 Employee Net Promoter Score.

Responsibilities

• Monitor and respond to incidents, alarms, and customer requests.
• Perform initial troubleshooting for Cisco CUCM, Unity Connection, gateways, SIP trunks, and Devices.
• Execute routine MACDs including users, devices, extensions, call queues, and auto attendants.
• Document work in ServiceNow and maintain knowledge articles.
• Escalate complex voice and collaboration issues to L2/L3 teams.
• Provide customer communications and ticket updates.
• Participate in after-hours coverage as assigned.

Qualifications

• GED or High School Diploma
• 1+ years of Help Desk, NOC, MSP, or technical support experience
• Basic knowledge of VoIP, SIP, networking, Microsoft 365, and collaboration technologies
• Demonstrated comfort with adopting emerging AI tools and technologies to optimize processes, improve collaboration, and drive operational effectiveness.

At NWN, we provide a comprehensive benefits package to support your well-being in and out of work. This includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match. Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP). Additional offerings include accident, critical illness, long-term care, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles. Join a team that values the health and wellbeing of all our employees!

All offers of employment at NWN are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.

NWN is an Equal Opportunity Employer: NWN provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.