Network Tier I Analyst

Akkodis is seeking a Network Tier I Analyst for a Contract role. Ideally looking for applicants to have strong experience in Networks, routers, and ServiceNow ticketing systems.

Location: Lexington KY (Remote)

Pay Range: $32-35/hr. on w2

:-

• Excellent computer and written/verbal communications skills
• Minimum 4 years of customer service and advanced technical support in a call center environment
• Strong business and financial acumen are required.
• Must be able to deal effectively with all types of internal/external customers.
• Strong planning, analysis, and formal presentation skills. Able to apply tools, such as Excel and PowerPoint.
• Hardware, Software, and/or Network troubleshooting abilities
• Individuals must be customer focused and have a sense of urgency
• Provide technical support for all PC Support Specialists on assigned Instant Oil Change, DASH, and DIFM network, hardware, and/or software issue. This includes but is not limited to franchises, company locations, and franchise companies. This support includes troubleshooting, analysis, testing, and resolving unique and complex software, hardware, and network-related issues. While keeping the customer informed of progress and/or incident resolution. In this position, the incumbent will need knowledge of information technology organizational standards and be able to engage the appropriate group to resolve issues that are escalated.

Responsibilities:

• (80%)Serve as the escalated contact for technical issues (answering questions, troubleshooting, and resolving) including but not limited to application support, network engineering, network operations, and IMACD groups on incident management, problem management, and department projects to develop and implement an action plan and monitor progress to accomplish desired results. While providing quality assurance for new hardware and/or software that will be deployed on the network such as routers, switches, access points, and any other network-related devices existing as part of the POS System. This includes but is not limited to interface and third-party software which may include credit card processing and accounting interface software and network operating software.
• (5%)Other duties and responsibilities as determined from time to time in its sole discretion.
• (5%)Develop and analyze reporting to identify the frequency and number of Software/Hardware/Network related incidents. The incumbent will utilize all resources to propose solutions to unfamiliar and existing problems that cannot be resolved. This position will work with the Help Desk Manager, Information Technology, Training, and business groups to develop processes and software options to decrease incident and problem management.
• (5%)Develop and perform quality processes pre and post-change to ensure accuracy.
• (5%)Create and maintain knowledge base entry and work with other members of the team to ensure that Help Desk documentation is complete and up to date.

Education:

Bachelor’s Degree required or 4+ years of technical support.

Equal Opportunity Employer/Veterans/Disabled

Benefit offerings include medical, dental, vision, term life insurance, short-term disability insurance, additional voluntary benefits, commuter benefits, and a 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State, or local law; and Holiday pays upon meeting eligibility criteria.

Disclaimer: To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit

https://www.akkodis.com/en/privacy-policy

The Company will consider qualified applicants with arrest and conviction records.