Employee Service Desk Analyst II

Early Warning Services • Scottsdale, AZ

1d • 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 include responding to information security events, performing complex maintenance for optimal system performance, and communicating effectively with end users. The analyst will track and coordinate with other IT areas for timely problem resolution, provide on-call after-hours support, and create documentation for IT processes and procedures. Additionally, the role involves assisting employees with End User management inquiries, driving for a high First Call Resolution rate, supporting risk management and data confidentiality, and staying current with industry technologies. The position requires strong analytical, communication, interpersonal, customer service, troubleshooting, and organizational skills, with the ability to work under pressure and meet deadlines in a fast-paced environment. Candidates must be US Citizens or US Nationals only and pass a background and drug screen. The role is based in Scottsdale, San Francisco, Chicago, or New York and follows a hybrid work model.

Requirements

• High school diploma or GED
• Minimum of 2 years’ Service Desk or related IT work experience
• Working knowledge of Apple Macs and phones
• Working knowledge of Active Directory administration, including account creation, resetting passwords and checking group membership
• 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
• Ability to prepare communications and reports
• 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
• Ability to work efficiently and accurately under pressure, meet deadlines, present a professional demeanor and work well independently
• 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
• Troubleshooting, organizational and problem-solving skills with a can-do attitude and the ability to adjust to changing requirements
• Must be US Citizen or US National only

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

• Competitive medical (PPO/HDHP), dental, and vision plans
• 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
• Flexible Time Off for Exempt (salaried) employees
• Generous PTO for Non-Exempt (hourly) employees
• 11 paid company holidays
• 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