Hybrid Help Desk Analyst - Customer-Driven Tech Support

Yoh, A Day & Zimmermann Company; Tempe (AZ); Hybrid; USD 28,000 - 32,000; Full time

Benefits offered by this job

Medical benefits

Health Savings Account

Life & Disability Insurance

MetLife Benefits

Employee Assistance Program

401K Retirement Savings Plan

Direct Deposit

Referral bonuses

Training opportunities

Job summary

Yoh, a Day & Zimmermann company, is seeking a Helpdesk Analyst in Tempe, AZ. This 12-month contract (contract-to-hire) role provides first-level technical support to financial advisors, resolving access and navigation issues in proprietary systems with a customer-service focus.

You'll troubleshoot Windows, browsers, Outlook, and Microsoft 365, ask probing questions, document issues clearly, and strive for first-call resolution while collaborating with your team and completing structured training.

Qualifications

• Strong customer service and communication skills.
• Ability to diagnose problems logically and ask effective questions.
• Basic technical troubleshooting experience.
• Ability to learn proprietary systems quickly.
• Experience in a help desk or call center environment preferred.
• Knowledge of Windows, browsers, email and Microsoft 365.
• Flexibility to handle high-volume inbound calls.

Responsibilities

• Provide first-level technical support to financial advisors via inbound phone calls.
• Troubleshoot access and navigation issues in proprietary systems.
• Ask effective probing questions to understand the issue and symptoms.
• Use a structured troubleshooting method to identify root causes.
• Walk advisors through basic steps, including browser navigation and clearing cache.
• Provide support for email, Outlook, and Microsoft 365 as needed.
• Build rapport with advisors and maintain a professional, patient approach.
• Aim for first-call resolution when possible.
• Document issues clearly while staying efficient between calls.
• Learn procedures for proprietary systems through structured training.
• Collaborate with team members and support resources when needed.

Skills

Customer service

Communication skills

Troubleshooting

Proprietary systems

Problem solving

Call center experience

High-volume calls

Flexibility

Windows/Email/365

Education

Degree or equivalent experience

Tools

Microsoft Outlook

Microsoft 365

Job description

Yoh, a Day & Zimmermann company, is seeking a Helpdesk Analyst in Tempe, AZ. This 12-month contract (contract-to-hire) role provides first-level technical support to financial advisors, resolving access and navigation issues in proprietary systems with a customer-service focus.

You'll troubleshoot Windows, browsers, Outlook, and Microsoft 365, ask probing questions, document issues clearly, and strive for first-call resolution while collaborating with your team and completing structured training.