KY Staffing
Operations Technical Support 1 (Service Desk Analyst)
Lumen connects the world. We are igniting business growth by connecting people, data and applications quickly, securely, and effortlessly. Together, we are building a culture and company from the people up committed to teamwork, trust and transparency. People power progress. We're looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future. The Role
The Operations Technical Support 1 (Service Desk Analyst) is responsible for providing Tier 1 IT Service Desk Support in a customer focused, team oriented, support environment. Tier 1 IT Service Desk Support includes customer incidents (break/fix, requests, and how to), and related support functions/duties. Location and Schedule
This is a work from home position within the U.S. The schedule for the 1st hire will be Monday & Thursday 7:00PM-7:00AM and Tuesday & Wednesday 11:00PM-7:00AM. The schedule for the 2nd hire will be day shift. 4 days of 10 hours. There will be no weekend support unless it is overtime work. The Main Responsibilities
Interact with customers via multiple communications methods, per established customer service and quality guidelines Using all available resources (including but not limited to: training, knowledgebase, intuition, and escalation resources), resolve or escalate customer incidents per established guidelines, processes, and service level agreements. i.e. Provide quality solutions in a timely manner. Maintain/enhance relationships with other support organizations (internal and external) to help resolve problems. Demonstrate the ability to appropriately escalate issues. Ensure ticket documentation is accurate and thorough. Maintain ownership of workload. Identify recurring incidents and trends and escalate appropriately. Take applicable/assigned training courses. Ensure the knowledgebase is kept up to date. Adhere to documented personnel and department guidelines and policies. Contribute toward/lead continuous improvement efforts/initiatives; may lead projects. Perform other related duties as assigned. What We Look For in a Candidate
Excellent Customer Service & Attitude Excellent listening/understanding, verbal, and written communications Team Player/Mentor Excellent contact control, analytical and problem solving skills Proactive and Accountable Possess a sense of urgency and maintain stress awareness/management Ability to multi-task while being attentive to the customer Adaptability, Flexibility, Innovative/Creative Solutions Desire to learn, and maintain/enhance knowledge Readily accept feedback, mentoring, and coaching Working knowledge of Microsoft Office suite, ticketing tools, and troubleshooting tools. Understanding/experience in networking, web, email, mobile, security, and managed services technologies. 1 - 2 years IT customer service experience or other pertinent related experience Compensation
This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. Location Based Pay Ranges: $40,500 - $53,500 in these states: AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, and WY. $42,132 - $56,175 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI. $44,138 - $58,850 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and WA. Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.
Lumen connects the world. We are igniting business growth by connecting people, data and applications quickly, securely, and effortlessly. Together, we are building a culture and company from the people up committed to teamwork, trust and transparency. People power progress. We're looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future. The Role
The Operations Technical Support 1 (Service Desk Analyst) is responsible for providing Tier 1 IT Service Desk Support in a customer focused, team oriented, support environment. Tier 1 IT Service Desk Support includes customer incidents (break/fix, requests, and how to), and related support functions/duties. Location and Schedule
This is a work from home position within the U.S. The schedule for the 1st hire will be Monday & Thursday 7:00PM-7:00AM and Tuesday & Wednesday 11:00PM-7:00AM. The schedule for the 2nd hire will be day shift. 4 days of 10 hours. There will be no weekend support unless it is overtime work. The Main Responsibilities
Interact with customers via multiple communications methods, per established customer service and quality guidelines Using all available resources (including but not limited to: training, knowledgebase, intuition, and escalation resources), resolve or escalate customer incidents per established guidelines, processes, and service level agreements. i.e. Provide quality solutions in a timely manner. Maintain/enhance relationships with other support organizations (internal and external) to help resolve problems. Demonstrate the ability to appropriately escalate issues. Ensure ticket documentation is accurate and thorough. Maintain ownership of workload. Identify recurring incidents and trends and escalate appropriately. Take applicable/assigned training courses. Ensure the knowledgebase is kept up to date. Adhere to documented personnel and department guidelines and policies. Contribute toward/lead continuous improvement efforts/initiatives; may lead projects. Perform other related duties as assigned. What We Look For in a Candidate
Excellent Customer Service & Attitude Excellent listening/understanding, verbal, and written communications Team Player/Mentor Excellent contact control, analytical and problem solving skills Proactive and Accountable Possess a sense of urgency and maintain stress awareness/management Ability to multi-task while being attentive to the customer Adaptability, Flexibility, Innovative/Creative Solutions Desire to learn, and maintain/enhance knowledge Readily accept feedback, mentoring, and coaching Working knowledge of Microsoft Office suite, ticketing tools, and troubleshooting tools. Understanding/experience in networking, web, email, mobile, security, and managed services technologies. 1 - 2 years IT customer service experience or other pertinent related experience Compensation
This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. Location Based Pay Ranges: $40,500 - $53,500 in these states: AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, and WY. $42,132 - $56,175 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI. $44,138 - $58,850 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and WA. Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.