Afterhours Service Desk Analyst Job Description

Looking to get your foot in the door with a GREAT I.T. company where you can grow your knowledge and improve your skills? Buchanan Technologies has JUST opened 4 Afterhours IT Support opportunities in our Service Desk Department in Wichita, and we want YOU to work with us! As a Service Desk Analyst, you will be able to apply your passion for tech to real-life scenarios, collaborate with seasoned IT professionals, and learn how to manage complex technical issues! Join our team today and let's get your IT career started!

*Position Description:

The Service Desk Analyst provides support for the client's internal network, hardware, and applications via phone, chat, and email. The support provided includes troubleshooting and resolving issues regarding network connectivity, application issues, desktop issues, proprietary applications, mobile devices, and PC support.

Essential Duties/Responsibilities:

• Respond to telephone calls, emails, and personal requests for technical support from internal business partners in a fast and friendly manner. The ability to explain technical situations to non-technical individuals is essential.
• Troubleshoot and support software applications, and various hardware/software configurations and run appropriate testing and diagnostics.
• Identify, research, and resolve technical problems. Escalate problems to other support teams when necessary for the resolution.
• Document incidents/problems, troubleshooting steps taken, and comments in a ticketing management system.
• Work in a fast-paced environment, able to adapt to frequent change, and be available to work a flexible schedule.
• Work with diverse groups and individuals to set goals, establish priorities, and resolve issues.

Required Skills:

• Ability to demonstrate a solid understanding of basic network components and concepts.
• Ability to provide support to end-users on a variety of topics including Windows and Mac Operating Systems, MS Office, printers, mobile devices, and email issues.
• Self-motivated and professional with excellent written and verbal communication skills
• Strong problem-solving/analytical abilities.
• Strong commitment to quality customer service.
• Ability to work independently and follow directions and best practices.
• Attention to detail and ability to multi-task while talking to customers.
• Candidates must be able to work shifts, holidays, and weekends.
• Strong English (oral and written).
• Previous call center, customer service, or technical support experience is an asset.
• Possess technical training/certifications or be willing to complete basic certifications after hiring.

Since Buchanan’s inception over 30 years ago, we have operated on 5 core values – People Matter, Customers Matter, Principles Matter, Community Matters, and Every Interaction Matters. These values are represented across each facet of the company, from employee relations to client service delivery to corporate social responsibility initiatives and beyond.

Why Work at Buchanan?

At Buchanan Technologies, we offer a great employment experience with a fun but professional work environment, competitive salary, and various employee career advancement programs that add value to your skills and daily life. If you are excited about being part of an energetic team where your contributions are appreciated and hard work is recognized, Buchanan is the place for you.

Things We Are Passionate About

We are passionate about providing top-tier technology services to our customers and clients and fostering a culture of continuous learning for our employees. We are a people-centric company, focused on growth and diversity for our workforce. Come join us and let’s build something amazing together.

Job type:

· Full Time

Shift Types:

· Afterhours shifts operate on a 7PM-7AM 12-hr nights schedule, or a 7AM-7PM 12-hr days schedule (depending on if job vacancy is for days team or nights team) and can fall on weekdays and weekends

· A consistent, regular schedule will be provided for the needed shift time.

Location:

· On site at one of our office locations (Wichita, KS or Grapevine, TX)

Buchanan Technologies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or genetics. In addition to federal law requirements, Buchanan Technologies complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Job Type: Full-time

Pay: $32,032.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off

Experience level:

• 1 year
• 2 years

Application Question(s):

• Afterhours shifts operate on a 7PM-7AM 12-hr nights schedule, or a 7AM-7PM 12-hr days schedule (depending on if job vacancy is for days team or nights team) and can fall on weekdays and weekends. Does this align with your availability?
• This position requires 3 days in office and allows 2 days remote. Are you able to fulfill this?

Experience:

• Help desk: 1 year (Preferred)

Work Location: Hybrid remote in Wichita, KS 67226