Provalus is seeking a Service Desk Analyst II (Experienced, 2+ years) to independently coordinate and oversee vendor workloads, resolve escalated service-impacting issues, and keep dispatch, field, and engineering teams aligned. You will own a more complex slate of vendors and sites, investigate the root cause of delays and missed commitments, and serve as a resource to newer team members. 

This role is a step up in independence and complexity from the Analyst I level: you'll handle higher-impact escalations, take ownership of more advanced reporting and dashboards, and help strengthen the processes the broader team relies on. 

All positions are full-time with set schedules, professional training and development, and opportunities for career advancement. Take the next step in your career today! 

WHY WORK FOR PROVALUS 

Provalus is a 100% U.S.-based company on a mission to create meaningful technology and customer experience careers in rural American communities where opportunities have traditionally been limited. Instead of sending work overseas, Provalus invests in small towns—building local Centers of Excellence (including locations such as North Wilkesboro, NC and Tahlequah, OK) and developing talent from within those communities. 

Key Reasons to Join Provalus 

1. Real Career Path, Not Just a Job Provalus hires people and actively develops them. Many team members start with customer support and advance into higher-level technical, quality, or leadership positions. On-the-job training is provided, and the company emphasizes skills growth and internal promotion. 

2. Paid Training with No Experience Barrier Formal tech experience is not required for many entry-level roles. Provalus invests in training so you can learn systems, processes, and customer support skills while getting paid. This makes it an accessible starting point for people looking to build a long-term career in technology services. 

3. Full-Time Stability and Benefits Positions are full-time with set schedules. Employees receive professional development support, opportunities for advancement, and a benefits package that includes COMPANY PAID HEALTHCARE. 

4. Purpose-Driven Work in Your Community Provalus is built around revitalizing rural economies. Team members work for a company that deliberately chooses small-town locations and hires locally. For many employees, this means building a career close to home while contributing to the economic growth of their own community. 

5. Supportive, Team-Oriented Environment. The culture emphasizes collaboration, mentoring newer team members, and continuous improvement. Employees are encouraged to share frontline insights that improve processes and customer experience. 

6. Growing Company with Expanding Opportunities Provalus continues to open and expand sites across the U.S., creating more roles and advancement paths. As the company grows, high performers have increased opportunities to take on greater responsibility, move into specialized technical work, or step into leadership. 

Who Thrives at Provalus 

People who succeed here typically value clear structure, customer interaction, steady full-time work, and the chance to grow skills over time. Strong communication, reliability, a calm approach under pressure, and a willingness to learn are more important than prior technical  

THE JOB 

Responsibilities include: 

1. Vendor Workload Ownership: Independently assign, monitor, and manage a more complex, higher-priority slate of vendor workloads across multiple sites. 

1. Job Status Oversight: Review and validate job status updates for accuracy, identifying discrepancies and driving timely follow-up and correction. 

1. Root-Cause Investigation: Investigate delays, missed commitments, and service-impacting issues in depth, identifying root cause and recommending corrective action. 

1. Dispatch Coordination: Own more complex dispatch support activities, including field readiness verification and coordination across multiple vendors and technicians. 

1. Advanced Reporting: Build and maintain more advanced spreadsheets, trackers, and reporting dashboards, identifying trends and surfacing risks. 

1. Escalation Handling: Serve as a first point of review for issues escalated by Analyst I team members; provide guidance or take ownership as appropriate. 

1. Cross-Team Liaison: Serve as a key point of contact between vendors, dispatch, field technicians, and engineering teams on more complex workflow and issue-resolution matters. 

1. Mentorship: Act as an informal resource and mentor to Analyst I team members, reinforcing correct procedures and reporting standards. 

1. Process Improvement: Contribute feedback on trackers, dashboards, SOPs, and workflows based on real operational experience. 

Role Requirements include: 

1. Must have HS Diploma or GED. 

1. Ability to work onsite at the Provalus office. No remote positions are available currently. 

1. 2+ years of experience in service desk, dispatch, operations coordination, or vendor management. 

1. Demonstrated ability to independently investigate and resolve escalated vendor or service-delivery issues. 

1. Strong organizational and multitasking skills, with the ability to manage a higher-volume, higher-complexity workload. 

1. Excellent verbal and written communication abilities. 

1. Advanced comfort with spreadsheets, reporting tools, and workload tracking systems. 

1. Ability to prioritize tasks and work effectively in a fast-paced environment. 

Preferred Qualifications 

1. Direct experience in service desk, dispatch, operations coordination, or vendor management within a field services environment. 

1. Familiarity with dispatch or workforce management systems. 

1. Experience building or maintaining reporting dashboards. 

1. Experience training or mentoring junior teammates. 

What Provalus Offers 

1. A clear path toward Lead and other leadership roles within Service Desk Operations. 

1. Ownership of more complex, higher-impact vendor and dispatch coordination work. 

1. A mission-driven employer investing in the long-term growth of its people and community. 

1. Competitive pay, performance incentives, and a comprehensive benefits package. 

Job Type: Full-time Schedule and in person