IT Service Desk Analyst

IT Service Desk/Help Desk Job

Mid Level: Skills equivalent to 3-5 years in comparable IT support position. Responsible for IT helpdesk and/or service desk support for customer systems. Experience with 1st and/or 2nd level enterprise support in an O365/Windows environment. Experience providing phone, chat, and email support to customers. Strong customer service skills, strong people and interpersonal skills. Must have strong verbal and written communication skills.

Job Responsibilities:

• Diagnose and troubleshoot end user desktop application issues and provide appropriate solution.
• Provide timely resolution of problems or escalation on behalf of the customer and ensure their satisfaction.
• Provide incident status updates to management and end-users per service level guidelines.
• Support and maintain effective relationships with users.
• Develop, document, and implement standard operating procedures and customer service guidelines relating to remote IT support.
• Provide support for PCs, laptops, printers, cell phones, and tablets, etc.
• Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management).
• Perform account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
• Communicate with customers at all levels of technical and non-technical skills sets.
• Follow all standard operating procedures (SOP) through the effective use of Knowledge management.

Required Experience:

• 2+ years of experience working in a service desk or customer service environment.
• Minimum 1 year technical support experience.
• Minimum 1 year chat support experience.
• Experience using ITSM platforms (SmartIT/Remedy, ServiceNow, Cherwell) and remote support tools (SCCM, Software Center, Client Center Configuration Manager).
• Ability to type at least 40 words per minute.
• Ability to multitask effectively and handle 2-3 concurrent chat sessions at a time.
• Working knowledge of PC technical support, systems administration, networking, Windows, and Mac OS.
• Bachelor's or Associates degree in Information Skills.

Top Skills Details:

Enterprise Help desk, Windows 10, / 11 Active Directory, Technical Support, Troubleshooting.

Additional Skills & Qualifications:

• Currently the National Service Desk team at customer supports around 1,500 internal applications.
• Ideal candidates will have experience supporting mobile devices to include iPhones and iPads, and if they have worked with MobileIron that would be a plus.
• This team does zero face to face interaction with users and they will not be supporting hardware.
• Currently agents take around 30-40 calls and chats a day.
• Candidates need to be good with working with a Knowledge Base to be able to lookup issues to help them in resolving the issues with users.
• Candidate must have experience in resolving issues via phone and chat; need resources that can multi-task and do 2 chats at once if needed.
• Candidate must be able to receive constructive feedback.
• Performance Reviews: Candidate will receive monthly reviews on their performance so they know where they stand.
• Candidate must have experience with working with ticketing systems (ex. Remedy or Smart IT), SCCM, Active Directory, Remote Tools, and MS Office.

Manager indicated that he has had some success in the past with resources that have worked at Best Buy (Geek Squad).

Education/Experience: Working knowledge of PC technical support, systems administration, networking, Windows, and Mac OS. Bachelor's or Associates degree in Information.

Experience Level: Expert Level

Job Type & Location: This is a Contract position based out of Phoenix, AZ.

Pay and Benefits: The pay range for this position is $18.00 - $25.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type: This is a hybrid position in Phoenix, AZ.

Application Deadline: This position is anticipated to close on Jan 5, 2026.