Service Desk Analyst level 1

firstPRO is looking for Service Desk Analysts for our client who is in the Willingboro, NJ area. This 4-month consulting position with the potential of extension. There is a morning shift and a third shift available for this position. The ideal candidate would have experience in a call center environment. This role is a hybrid position requiring 1 day onsite.

Responsibilities:

• Provide Tier I and II technical support via phone, email, and ticketing systems (ServiceNow).
• Troubleshoot hardware/software, including POS systems, network issues, and desktop support.
• Document and track issues, maintaining service quality and customer satisfaction.
• Support internal Burlington staff, managing a queue of service requests.

Qualifications:

• 2+ years of experience in a high-volume call center.
• Strong customer service skills and professionalism.
• IT background preferred; experience with Microsoft products (Teams & Exchange) is a plus.
• Ability to work independently and document processes effectively.
• Familiarity with POS systems, network protocols (WAN, LAN), and telephony systems.
• Strong writing skills for documentation purposes.