OPERATIONS TECHNICAL SUPPORT I

About Lumen

Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress.

Lumen’s commitment to workplace inclusion and employee support shines bright. We’ve made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we’re the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.

We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

The Role

The Operations Technical Support 1 (Service Desk Analyst) is responsible for providing Tier 1 IT Service Desk Support in a customer focused, team oriented, support environment. Tier 1 IT Service Desk Support includes customer incidents (break / fix, requests, and how to), and related support functions / duties.

This opportunity is for Monday to Friday, weekdays, working from home. We have various schedules throughout the week, working 4 days x10 hours or 5 days x 8 hours. Available schedules may change based on business needs.

The Main Responsibilities

Interact with customers via multiple communications methods, per established customer service and quality guidelines

Using all available resources (including but not limited to : training, knowledgebase, intuition, and escalation resources), resolve or escalate customer incidents per established guidelines, processes, and service level agreements. i.e. Provide quality solutions in a timely manner.

Maintain / enhance relationships with other support organizations (internal and external) to help resolve problems.

Demonstrate the ability to appropriately escalate issues.

Ensure ticket documentation is accurate and thorough.

Maintain ownership of workload

Identify recurring incidents and trends and escalate appropriately.

Take applicable / assigned training courses.

Ensure the knowledgebase is kept up to date.

Adhere to documented personnel and department guidelines and policies.

Contribute toward / lead continuous improvement efforts / initiatives; may lead projects.

Perform other related duties as assigned.

What We Look For in a Candidate

Excellent Customer Service & Attitude

Excellent listening / understanding, verbal, and written communications

Team Player / Mentor

Excellent contact control, analytical and problem solving skills

Proactive and Accountable

Possess a sense of urgency and maintain stress awareness / management

Ability to multi-task while being attentive to the customer

Adaptability, Flexibility, Innovative / Creative Solutions

Desire to learn, and maintain / enhance knowledge

Readily accept feedback, mentoring, and coaching

Working knowledge of Microsoft Office suite, ticketing tools, and troubleshooting tools.

Understanding / experience in networking, web, email, mobile, security, and managed services technologies.

1 - 2 years IT customer service experience or other pertinent related experience

Compensation

The starting salary for this role differs based on the employee's primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual's qualifications.

Location Based Pay Ranges

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

Location Based Pay Ranges

40,500 - $53,500 in these states : AL AR AZ FL GA ID IN KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY

42,132 - $56,175 in these states : CO HI MI MN NC NH NV OR RI

44,138 - $58,850 in these states : AK CA CT DC DE IL MA MD NJ NY TX VA WA

As with the pay range variety that's based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications and other business needs.

Learn more about Lumen's :

Benefits ()

Bonus Structure

Requisition # : 336422

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and / or motor vehicle reports and / or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page () . Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Equal Employment Opportunities

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.

Application Deadline

02 / 12 / 2025

Salary : $40,500 - $53,500