National Express companies share a strong commitment to provide the highest level of transportation safety, quality transportation, outstanding customer service and positive employee relations. Our corporate headquarters, located in Lisle, Illinois, houses the administrative and corporate support functions for the organization. Our 250 local customer service centers (CSCs) are supported by regional operations teams located throughout North America. Learn more at nellc.com.

National Express LLC is currently seeking a Help Desk Analyst to work from our corporate office in Lisle, Illinois. This position reports directly to the IT Infrastructure Manager and is responsible for serving as the first point of contact for employees requesting IT assistance with computers, laptops, tablets, phones, account administration, user configuration, software, peripherals, etc. This includes receiving, prioritizing, documenting, and actively resolving Tier 1 end user requests and escalating incidents when appropriate and necessary to maintain Service Level Agreement expectations. Problem resolution may involve the use of diagnostic and help desk tracking tools. In addition, this position requires providing in-person desktop level support.

Position Responsibilities Include:

Recording user service requests in ticketing system according to incident management processFulfilling user requests for help desk service with respect to desktop / laptop technology, phones, USB devices, wireless services, printers, other desktop / laptop connected devices, tablets etc.Performing account administrationAssigning or escalating problems and requests to appropriate Tier 2 resourcesCreating user documentation to assist users with routine use and resolution scenariosProviding direct guidance and instruction to users to resolve computer problems and to assist the user with the use of computers and applicationsAssisting desktop support, Tier 2, and Tier 3 resources with problem resolution; implementing solutions provided by others to solve escalated problems as necessary Performing issue follow-up with users and other technical resources to ensure problem resolution and timely close out of ticketsDeveloping instruction sheets and FAQ lists for end usersDocumenting problem identification, symptoms, diagnosis, and resolution steps in ticketing system or other document sources as requiredAlerting management to emerging trends in incidentsCommunicating NELLC policies and proceduresProvide off-hours support as neededOther duties as assigned.

National Express companies share a strong commitment to provide the highest level of transportation safety, quality transportation, outstanding customer service and positive employee relations. Our corporate headquarters, located in Lisle, Illinois, houses the administrative and corporate support functions for the organization. Our 250 local customer service centers (CSCs) are supported by regional operations teams located throughout North America. Learn more at nellc.com.

National Express LLC is currently seeking a Help Desk Analyst to work from our corporate office in Lisle, Illinois. This position reports directly to the IT Infrastructure Manager and is responsible for serving as the first point of contact for employees requesting IT assistance with computers, laptops, tablets, phones, account administration, user configuration, software, peripherals, etc. This includes receiving, prioritizing, documenting, and actively resolving Tier 1 end user requests and escalating incidents when appropriate and necessary to maintain Service Level Agreement expectations. Problem resolution may involve the use of diagnostic and help desk tracking tools. In addition, this position requires providing in-person desktop level support.

Position Responsibilities Include:

Recording user service requests in ticketing system according to incident management processFulfilling user requests for help desk service with respect to desktop / laptop technology, phones, USB devices, wireless services, printers, other desktop / laptop connected devices, tablets etc.Performing account administrationAssigning or escalating problems and requests to appropriate Tier 2 resourcesCreating user documentation to assist users with routine use and resolution scenariosProviding direct guidance and instruction to users to resolve computer problems and to assist the user with the use of computers and applicationsAssisting desktop support, Tier 2, and Tier 3 resources with problem resolution; implementing solutions provided by others to solve escalated problems as necessary Performing issue follow-up with users and other technical resources to ensure problem resolution and timely close out of ticketsDeveloping instruction sheets and FAQ lists for end usersDocumenting problem identification, symptoms, diagnosis, and resolution steps in ticketing system or other document sources as requiredAlerting management to emerging trends in incidentsCommunicating NELLC policies and proceduresProvide off-hours support as neededOther duties as assigned.Pay range for this position is $50,000-$60,000 annual salary.

Position Requirements Include:

BS/BA Degree in Computer Science, Engineering, Business or equivalent4 or more years of experience in a distributed help desk environmentExperience with AD account creation and administrationExperience with a variety of computers / laptop models and peripheralsExperience with remote administration tools and techniquesDemonstrated ability to quickly learn new applications and technologiesAdvanced working knowledge of computer software packages including the Microsoft Office 365 Suite as well as demonstrated understanding of operating systems, relational database design and operation, query tools, reporting tools, and decision support toolsExceptional interpersonal skills with a focus on rapport-building, listening, and questioning skillsExcellent verbal and written communication skills Ability to effectively prioritize and execute tasks in a high-pressure environmentThe ability to maintain a friendly demeanor at all timesThe ability to exhibit confidence in the IT Service Support to solve problems to usersSelf-motivated with an energetic disposition.

We offer medical, dental, vision, basic life insurance coverage, holiday pay, and PTO accrual. Additionally, employees are able to enroll in a retirement savings plan. The pay rate range, along with most all of the other terms and conditions of employment, vary between different sites, geographical markets, customer/ contractual terms and positions.

At National Express our goal is to be a diverse workforce that is representative of the communities we serve. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.

National Express LLC’s independent subsidiaries and affiliates are an equal employment opportunity (EEO) employer

The pay rate range, along with most all of the other terms and conditions of employment, vary between different sites, geographical markets, customer/ contractual terms and positions.

Position Requirements Include:

BS/BA Degree in Computer Science, Engineering, Business or equivalent4 or more years of experience in a distributed help desk environmentExperience with AD account creation and administrationExperience with a variety of computers / laptop models and peripheralsExperience with remote administration tools and techniquesDemonstrated ability to quickly learn new applications and technologiesAdvanced working knowledge of computer software packages including the Microsoft Office 365 Suite as well as demonstrated understanding of operating systems, relational database design and operation, query tools, reporting tools, and decision support toolsExceptional interpersonal skills with a focus on rapport-building, listening, and questioning skillsExcellent verbal and written communication skills Ability to effectively prioritize and execute tasks in a high-pressure environmentThe ability to maintain a friendly demeanor at all timesThe ability to exhibit confidence in the IT Service Support to solve problems to usersSelf-motivated with an energetic disposition.

We offer medical, dental, vision, basic life insurance coverage, holiday pay, and PTO accrual. Additionally, employees are able to enroll in a retirement savings plan. The pay rate range, along with most all of the other terms and conditions of employment, vary between different sites, geographical markets, customer/ contractual terms and positions.

At National Express our goal is to be a diverse workforce that is representative of the communities we serve. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.

National Express LLC’s independent subsidiaries and affiliates are an equal employment opportunity (EEO) employer

The pay rate range, along with most all of the other terms and conditions of employment, vary between different sites, geographical markets, customer/ contractual terms and positions.