Employee Service Desk Analyst II

Early Warning® • Scottsdale, AZ

2d • $25 - $30 • Hybrid

About The Position

Under minimal supervision, handles calls from internal employees seeking help with technical issues. This position requires a high school diploma or GED and a minimum of 2 years of Service Desk or related IT work experience. The role involves identifying, researching, and resolving complex technical issues for internal users, providing level one and level two 2-factor token support, and maintaining a ticketing system. Responsibilities also include responding to information security events, performing complex maintenance activities, communicating effectively with end users, tracking and coordinating with other IT areas for timely problem resolution, and providing on-call after-hours support. The analyst will also create documentation for IT processes and procedures, assist employees with End User management inquiries, and strive for an 80% or above First Call Resolution rate. Additionally, the role supports the company’s commitment to risk management, staying current with industry technologies, and completing work accurately and efficiently with exceptional customer service. This role is not eligible for employment Visa sponsorship and requires independent eligibility to work in the United States.

Requirements

• High school diploma or GED.
• Minimum of 2 years’ Service Desk or related IT work experience is required.
• Working knowledge of Apple Macs and phones.
• Working knowledge of Active Directory administration, including account creation, resetting passwords and checking group membership.
• Must demonstrate strong attention to detail.
• Strong analytical skills with the ability to collect, organize, analyze and disseminate information with attention to detail and accuracy.
• Proficient with Microsoft office, including skills with Word, Excel and Outlook are necessary.
• Ability to prepare communications and reports are necessary.
• Good communication, interpersonal and customer service skills, including attentive and active listening to identify and address customer needs.
• Ability to build and maintain strong professional relationships is necessary.
• The ability to work efficiently and accurately under pressure, meet deadlines, present a professional demeanor and work well independently is essential.
• Must possess strong organization skills, including the ability to multi-task and manage multiple projects to meet various deadlines in a fast-paced environment.
• Customer service skills including the ability to manage and respond to different customer situations while maintaining a positive and friendly attitude is essential.
• Troubleshooting, organizational and problem-solving skills with a can-do attitude and the ability to adjust to changing requirements are essential.
• Must be US Citizen or US National only.
• Background and drug screen.

Responsibilities

• Identifies, researches and resolves complex issues for internal users.
• Provides level one and level two 2-factor token support for internal users.
• Works efficiently utilizing a ticketing system that must be kept current with full disposition details.
• Responds to information security events related to add/change/deletes and other user privilege changes.
• Performs more complex maintenance activities to ensure optimal system performance.
• Communicates courteously and effectively with end users in problem resolution process.
• Tracks, monitors and coordinates with other IT areas to ensure timely resolution to problems.
• Provides on-call after hour support for user issues.
• Creates documentation process and procedures for use by other IT organizations.
• Assists employees, vendors or other customers by answering questions related to End User management processes, procedures and services.
• Drives to an 80% or above First Call Resolution on all customer interactions into the Service Desk.
• Supports the company’s commitment to risk management and protecting the integrity and confidentiality of systems and data.
• Stays current on the latest industry technologies, trends and strategies.
• Completes work in a timely and accurate manner while providing exceptional customer service.

Benefits

• Healthcare Coverage – Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.
• 401(k) Retirement Plan – Featuring a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility.
• Paid Time Off – Flexible Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day.
• 12 weeks of Paid Parental Leave.
• Maven Family Planning – provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED