IT Service Desk Analyst

TEKsystems • Phoenix, AZ

4d • $18 - $25 • Hybrid

About The Position

Mid Level: Skills equiv. to 3-5 years in comparable IT Support position. Responsible for IT helpdesk and/or service desk support for customers systems. Experience with 1st and/or 2nd level enterprise support in a 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.

Requirements

• 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

Nice To Haves

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

Responsibilities

• Diagnose and troubleshoots end user desktop application issues and provides appropriate solution.
• Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction
• Provides incident status updates to management and end-users per service level guidelines
• Support and maintain effective relationships with users Develops, documents, and implements 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)
• Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
• Communicates 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

Benefits

• 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)

What This Job Offers

• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees