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Service Desk Analyst - 3rd Shift

Core BTS
Madison, WI
  • Expired: April 22, 2022. Applications are no longer accepted.
Service Desk Analyst - 3rd Shift

Job Summary

We are currently searching for a qualified Service Desk Analyst for Core BTS, a successful business transformation company, providing organizations with comprehensive IT solutions from network management to virtualization.

Successful candidates must be team-oriented with an outstanding work ethic, excellent written abilities, and a solid communication foundation. The Service Desk Analyst will function as first-level support for our client’s end users, networks, and server issues. The candidate will troubleshoot software, hardware, and operating system issues while creating detailed documentation of issues.

This is 3rd Shift opportunity with hours from:

11:30 pm - 8:00 am CST (Tuesday-Saturday)

11:30 pm - 8:00 am CST (Sunday-Thursday)

11:30 pm - 10:00 am CST (Friday-Monday)

Essential Duties

Our supported technologies and hardware include the following:
  • Cisco
  • Citrix
  • Windows
  • Microsoft Office
  • Printers
  • Laptops
  • iPhones
  • Android

Technical Responsibilities
  • Handle incidents according to Wiki/KB documentation
  • Advise management of required updates or corrections to Wiki/KB
  • Stay abreast of advances in technologies and further education in emerging technologies

Customer Service Responsibilities
  • Provide empathic customer support in a courteous and friendly manner
  • Resolve or escalate issues per clients Service Level Agreements in a timely manner
  • Maintain professional communication and demeanor
  • Escalate higher-level issues to appropriate resources for in-depth investigation
  • Communicate (verbally and in writing) with engineers on shift to ensure tickets are addressed

Required Skills
  • Two years' related experience with Help Desk or network support preferred
  • Strong customer service, telephone, and analytical skills
  • Experience with Microsoft Office Suite, iPhone, and Android devices
  • Expertise in operating systems and application software
  • Familiarity with Cisco network technology
  • Working knowledge in major desktop operating systems and in major network operating systems
  • Experience with basic end user administration, including network and general account maintenance
  • Strong troubleshooting skills
  • Experience in communicating with users in problem situations
  • Good oral and written communication skills with the ability to articulate network issue
  • Special requirement:
    • Net+ certification is desired
    • CCNA preferred

You'll love working at Core BTS not just for the usual benefits, but for our environment and culture!
  • You'll work with a great group of people in a highly collaborative team and results-oriented atmosphere
  • You'll have the opportunity to work in a dynamic and extremely positive environment where there is always the opportunity to challenge your skills and really move the needle
  • You’ll work with large, sophisticated, and progressive clients throughout North America

We provide a comprehensive benefits program including; Health, Vision, and Dental Insurance, Life Insurance, Health/Dependent Care Flexible Spending, 401(k) Plan, Short-Term and Long-Term Disability Coverage, Generous Vacation and Flex Time Off Programs, Company Paid Holidays, and Training and Development Opportunities.


The above description is intended to describe the general nature and level of work performed by individuals assigned to this position. This is not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, or experience required of individuals in this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

Core BTS is proud to be an Equal Opportunity/Affirmative Action employer.

Core BTS will consider qualified candidates with criminal histories in a manner consistent with The Los Angeles Fair Chance Initiative for Hiring Ordinance.

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Core BTS


Madison, WI
53774 USA



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