IT Service Desk Analyst
TEKsystems, Phoenix, AZ, United States
Job Description
Mid Level: Skills equivalent to 3‑5 years in a comparable IT position. Experience with first and/or second level support. Strong customer service, interpersonal and communication skills.
Responsibilities
Diagnose and troubleshoot end‑user desktop application issues and provide appropriate solutions.
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.
Maintain effective relationships with users; develop, document and implement standard operating procedures and customer service guidelines for remote IT support.
Provide support for PCs, laptops, printers, cell phones and tablets.
Support end‑users with applications such as Microsoft Office, ERP, CRM, VPN, Citrix and mobile device management.
Perform account management and maintenance for various applications and systems (e.g., create or modify user accounts, permissions, password resets).
Communicate with customers at all technical and non‑technical skill levels. Follow all SOPs using knowledge management tools.
Qualifications
Minimum 2 years of experience in a service desk or customer service environment; at least 1 year of technical support and 1 year of chat support experience.
Experience with 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 and handle 2 – 3 concurrent chat sessions.
Working knowledge of PC technical support, systems administration, networking, Windows and macOS.
Bachelor’s or Associate’s degree in Information Technology or related field.
Experience resolving issues via phone and chat; proficient with knowledge‑base lookup.
Experience supporting mobile devices (iPhones, iPads) and familiarity with MobileIron is a plus.
Experience with ticketing systems, SCCM, Active Directory, remote tools and MS Office.
Background check required; fingerprint testing mandatory.
Training Candidate will undergo a 2‑week training period once onboarded.
Benefits The pay range is $18.00 – $25.00 per hour.
Benefits include:
Medical, dental & vision
Critical illness, accident and hospital insurance
401(k) retirement plan – pre‑tax and Roth post‑tax contributions available
Life insurance (voluntary life & AD&D for 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)
Location & Type Contract position based in Phoenix, AZ, with a hybrid work environment.
Application Deadline Position anticipated to close on April 24, 2026.
Equal‑Opportunity Employer The company is an equal‑opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any other protected characteristic.
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Responsibilities
Diagnose and troubleshoot end‑user desktop application issues and provide appropriate solutions.
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.
Maintain effective relationships with users; develop, document and implement standard operating procedures and customer service guidelines for remote IT support.
Provide support for PCs, laptops, printers, cell phones and tablets.
Support end‑users with applications such as Microsoft Office, ERP, CRM, VPN, Citrix and mobile device management.
Perform account management and maintenance for various applications and systems (e.g., create or modify user accounts, permissions, password resets).
Communicate with customers at all technical and non‑technical skill levels. Follow all SOPs using knowledge management tools.
Qualifications
Minimum 2 years of experience in a service desk or customer service environment; at least 1 year of technical support and 1 year of chat support experience.
Experience with 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 and handle 2 – 3 concurrent chat sessions.
Working knowledge of PC technical support, systems administration, networking, Windows and macOS.
Bachelor’s or Associate’s degree in Information Technology or related field.
Experience resolving issues via phone and chat; proficient with knowledge‑base lookup.
Experience supporting mobile devices (iPhones, iPads) and familiarity with MobileIron is a plus.
Experience with ticketing systems, SCCM, Active Directory, remote tools and MS Office.
Background check required; fingerprint testing mandatory.
Training Candidate will undergo a 2‑week training period once onboarded.
Benefits The pay range is $18.00 – $25.00 per hour.
Benefits include:
Medical, dental & vision
Critical illness, accident and hospital insurance
401(k) retirement plan – pre‑tax and Roth post‑tax contributions available
Life insurance (voluntary life & AD&D for 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)
Location & Type Contract position based in Phoenix, AZ, with a hybrid work environment.
Application Deadline Position anticipated to close on April 24, 2026.
Equal‑Opportunity Employer The company is an equal‑opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any other protected characteristic.
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