What are the responsibilities and job description for the Help Desk Analyst position at CSI Companies?
We are seeking a Help Desk Analyst I to provide exceptional technical support to end users and field locations, ensuring quick and effective resolution of IT issues. This role begins with onsite training in College Park, GA, followed by remote or hybrid flexibility based on business needs. The ideal candidate is customer-focused, technically skilled, and thrives in a fast-paced support environment while contributing to continuous improvement initiatives.
Hours/Location/Pay/Position Type
• Monday – Saturday, 40 hrs/week (occasional Saturday shifts from 11a-7p)
• Initial onsite training in College Park, GA then fully remote
• Remote or Hybrid options available after training based on performance and business needs
• Pay: $18-$21/hour
• Position Type: Contract
Work Authorization
• Candidates must be authorized to work in the United States and eligible for W2 employment
What you’ll do
• Provide high-quality customer support through phone and online interactions
• Utilize ServiceNow to document issues, resolutions, and identified opportunities
• Manage daily ticket queues to ensure timely updates and resolution of issues
• Diagnose and troubleshoot hardware and software issues ranging from basic to complex
• Leverage remote access tools, automation scripts, and monitoring platforms to resolve issues efficiently
• Follow established Standard Operating Procedures (SOPs) and ensure consistent service delivery
• Act as an advocate for users by owning issues through to completion
• Contribute to knowledge base articles using KCS methodology to improve team efficiency
• Participate in training to maintain operational and business knowledge
• Collaborate with team members across projects and initiatives
• Maintain strong attendance and adherence to scheduled hours, including occasional overtime or on-call support
What we’re looking for
• 1–3 years of Help Desk, Technical Support, or Call Center experience
• Strong customer service skills in a technical support environment
• Experience using ticketing systems such as ServiceNow
• Working knowledge of Microsoft Office Suite
• Excellent written and verbal communication skills
• Ability to work independently with minimal supervision
• Strong problem-solving skills and attention to detail
• Associate’s or Bachelor’s degree in Information Technology, Computer Information Systems, Business, Marketing, or a related field preferred
Nice to have
• Experience supporting restaurant or retail technology environments
• Prior leadership or team lead experience in a support or service-oriented environment
Who Should Apply?
This role is ideal for early-career IT support professionals who are passionate about delivering exceptional customer service, troubleshooting technical issues, and working in a fast-paced, high-impact environment. Candidates who enjoy problem-solving, collaboration, and continuous learning will thrive in this role.
About Us
The CSI Companies is a leading staffing and recruiting firm providing organizations with highly skilled professionals since 1994. We have been recognized as a Best of Staffing award winner for over a decade and pride ourselves on delivering exceptional talent nationwide.
Benefits Offered
• Weekly pay
• Medical, dental, and vision coverage
• Voluntary life and AD&D coverage
• Paid training
• Opportunity for advancement upon performance and availability
Salary : $18 - $21