Service Desk Analyst I

SUMMARY:   The Service Desk Analyst I provides first level end-user support and incident diagnosis for Republic Services’ applications, endpoints, and infrastructure. The Service Desk Analyst I acts as a single point of contact between the end-user and other IT resources. This position also documents incoming interactions and their resolutions, and manages ticket routing and incident resolution with other IT resources. PRINCIPLE RESPONSIBILITIES:   Responds to incoming interactions initiated via phone, email, self-service, or chat. Fulfills incoming service requests. Diagnoses and troubleshoots incidents with endpoint hardware, enterprise applications, locally installed software, and other industry standard technologies. Uses the IT Service Management tool to accurately document all incoming Interactions and resolutions. Appropriately escalates incidents as required and monitors resolution progress until the incident is resolved to the caller’s satisfaction. Keeps IT Service Desk team and management informed of any new support issues in a clear and timely manner. Researches support issues when resolutions are not readily attainable by checking available resources including, but not limited to, the IT Service Management tool, external knowledge bases, software manuals, and via collaboration with other team members. Works to consistently improve call handling, documentation quality, overall end-user experience, and resolution processes. Performs other job-related duties as assigned or apparent.

High School Diploma or G.E.D. Experience with supporting and troubleshooting modern IT endpoint hardware technologies and software products. Ability to communicate technical information to non-technical users. This position is a remote opportunity; however, candidates must reside in the state of Texas at the time of hire. Please note, this position is not sponsorship eligible. Pay Range: The pay range for this position is $18.90 to $26.02* which reflects the minimum wage in multiple jurisdictions. The actual range will depend on the locality in which you are hired.     Bonus Plan Details (if applicable): Rewarding Compensation and Benefits Eligible employees can elect to participate in: • Comprehensive medical benefits coverage, dental plans and vision coverage. • Health care and dependent care spending accounts.  • Short- and long-term disability. • Life insurance and accidental death & dismemberment insurance. • Employee and Family Assistance Program (EAP). • Employee discount programs. • 401(k) plan with a generous company match. • Employee Stock Purchase Plan (ESPP). • Paid Time Off (PTO) • Benefits: https://jobs.republicservices.com/us/en/about-us/benefits The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified.  Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company. EEO STATEMENT:Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law. For any concerns relating to Republic Services’ commitment to equal opportunity employment, you may contact the AWARE Line at 1-866-3-AWARE-4.

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