Business Analyst

S R International Inc; Phoenix (AZ); On-site; USD 52,000 - 76,000; Full time

Job summary

City of Phoenix Water Services Department seeks two User Technology Specialists to provide frontline support for end users city-wide. You will troubleshoot hardware, software, connectivity, and access issues while delivering excellent customer service and collaborating with IT teams on initiatives and service improvements.

The role reports to the Technology Services Division and requires 100% onsite work at the Phoenix, AZ location.

Qualifications

• Minimum 2 years of technical support experience.
• Experience troubleshooting hardware, software, connectivity, and user-access issues.
• Strong verbal and written communication; ability to explain technical info to non-technical users.
• Experience documenting and tracking requests via a ticketing system.
• Ability to prioritize multiple requests and follow procedures.

Responsibilities

• Provide frontline technical support to end users.
• Troubleshoot hardware, software, connectivity, and access issues.
• Document, track, prioritize, and resolve service requests using ticketing systems.
• Escalate complex issues to appropriate teams.
• Support desktop computers, mobile devices, printers, and standard applications.
• Assist with endpoint deployments, imaging, and configuration.
• Support Active Directory user/access administration.
• Maintain technical documentation and knowledge base.

Skills

Technical support

End-user support

Communication

Ticketing systems

Customer service

Organizational skills

Prioritization

Tools

ServiceNow

RemedyForce

Active Directory

SCCM

Tanium

VPN

Job description

Job Title: Desktop Support Specialist

Job Code: CoP 167874

Client: City of Phoenix - Water Services Department

Location: Phoenix, Arizona

Duration: 1 Year (Until 12/07/2027)

Work Hours: Monday-Friday, 8:00 AM-5:00 PM (40 hours/week)

Work Location Address: 200 W. Washington St, Phoenix, AZ 85003

Work Arrangement: 100% Onsite - Local Candidates Only

Number of Positions: 2

Closing Date: 11/10/2026 at 3:00 PM

Position Overview

The City of Phoenix Water Services Department is seeking two User Technology Specialists to provide frontline technical support to end users across the organization.

The selected candidates will troubleshoot hardware, software, connectivity, and access-related issues while delivering excellent customer service. They will also collaborate with technical teams to resolve complex technical issues, support IT initiatives, and contribute to continuous improvement of IT services.

The position reports to the Water Services Department, Technology Services Division.

Required Qualifications

• Minimum 2 years of experience providing technical support in a networked workplace environment.
• Experience troubleshooting computer hardware, software, peripheral equipment, connectivity, and user-access issues.
• Working knowledge of desktop operating systems, standard business applications, computer hardware, mobile devices, and printers.
• Understanding of common network connectivity concepts.
• Experience documenting, tracking, and resolving technical support requests through a ticketing or service-management system.
• Strong verbal and written communication skills, including the ability to explain technical information to users with varying technical knowledge.
• Ability to organize and prioritize multiple service requests, follow established procedures, and elevate issues when necessary.
• Equivalent combinations of education and experience may be considered.

Preferred Qualifications

• Experience supporting endpoint management, deployments, updates, and policy enforcement.
• Troubleshooting escalated Level 2 technical issues involving hardware, software, and peripherals.
• Experience supporting field staff, office employees, and management.
• Familiarity with imaging solutions, deployment utilities, and software installers.
• Experience creating and updating technical documentation, user guides, and knowledge base articles.
• Experience working collaboratively with technical teams.
• Hands‑on experience with ServiceNow or RemedyForce for ticket tracking and issue management.
• Experience with Active Directory, including user accounts, computers, and security groups.
• Experience with Microsoft Configuration Manager (SCCM) or Tanium for endpoint configuration, software deployment, patching, and policy enforcement.
• Experience troubleshooting secure remote access and VPN connectivity using Palo Alto GlobalProtect or similar technologies.
• Experience deploying, configuring, and troubleshooting Windows 11 devices, including operating system, applications, drivers, user profiles, and performance issues.

Key Responsibilities

• Provide frontline technical support to end users across the organization.
• Troubleshoot hardware, software, peripheral, connectivity, and access-related issues.
• Document, track, prioritize, and resolve service requests using ticketing systems.
• Escalate complex technical issues to the appropriate technical teams.
• Support desktop computers, mobile devices, printers, and standard business applications.
• Assist with endpoint deployments, software updates, imaging, and configuration.
• Support Active Directory user and access administration.
• Assist with software deployment, patching, and endpoint policy enforcement.
• Troubleshoot Windows 11 devices and VPN connectivity issues.
• Maintain technical documentation, user guides, and knowledge base articles.
• Collaborate with IT teams to improve service delivery and user experience.

Ideal Candidate Profile

• Quick learner who can adapt to new technologies and changing business needs.
• Proactive, organized, and capable of managing multiple tasks independently.
• Strong problem-solving and customer-service skills.
• Positive attitude when supporting users with different technical skill levels.
• Effective communicator and team player.

Primary Skills

Technical Support | Desktop Support | Windows 11 | Active Directory | ServiceNow | SCCM | Tanium | Endpoint Management | Imaging | Software Deployment | Configuration Management | VPN | Palo Alto GlobalProtect | Hardware Troubleshooting | Software Troubleshooting | Mobile Device Management | Level 2 Support | Ticketing Systems | User Access Management | Customer Service