Hybrid IT Help Desk Analyst - Customer-First Tech Support

Zentech Consulting; Arizona; On-site; USD 40,000 - 55,000; Full time

Job summary

A technology services provider is looking for an IT HelpDesk Analyst to join their Managed Services team. This role is crucial in providing a critical interface between the organization and its customers. The ideal candidate will facilitate issue resolution, provide top-notch customer service through various channels, and work collaboratively with engineering teams. The position requires excellent troubleshooting skills and IT experience, with a focus on customer satisfaction and support in a dynamic environment.

Qualifications

• 1+ years of IT experience.
• Ability to document issues clearly.
• Experience in a structured environment.

Responsibilities

• Monitor and report on customer systems and networks.
• Provide customer support via phone, email, and chat.
• Document issues in the Cherwell ticketing tool.

Skills

IT experience

Customer service skills

Documentation skills

Troubleshooting

Time management

Tools

Cherwell

Active Directory

Nagios

Nimsoft

Dynamics AX

Baan ERP

Job description

We delivers world class IT solutions 365/24/7. We’re in search of dynamic individuals that are passionate about technology and providing best-in-class customer service. Our managed services engagements allow our employees to have access to a variety of technologies and environments, broadening your skillset while preparing you for future growth.

We employs nearly 550 people throughout the U.S. The company offers hybrid IT solutions including cloud and hosting solutions, managed services, ERP application management, professional services, IT hardware and top-tier data centers in Arizona,Colorado, Iowa, Minnesota, Oregon and Wisconsin. Ourteam of technology professionals manage secure, world-class, hybrid IT infrastructures and applications for thousands of businesses around the globe.

Job Description

AnIT HelpDesk Analystis a pivotal support position within ourManaged Services organization. Our Service Desk provides a critical interface between the Managed Services organization and customers; this team is the launching point for all customer support communications. Technicians are responsible for receipt, analysis, documentation, escalation, and resolution of customer issues and requests related to services delivered. This team is involved in major incident resolution.

Responsibilities include monitoring and reporting on customer systems and networks using various monitoring tools. A Service Desk Technician also handles operations duties within our datacenter. This individual will also partner closely with our engineer teams to solve technology problems and work to resolution. The candidate will demonstrate excellent communication, troubleshooting, and documentation skills as well as an understanding and application of computer support best practices.

**There are several shifts available in our Scottsdale, Gilbert and Tempe locations including first and third shift options**

Responsibilities

• Problem solve and deliver solutions to customer issues within SLAs to provide best in class customer service
• Issue and incident documentation in Cherwell ticketing tool
• Provide top-notch customer service via phone, email and chat in a service support center
• Escalate and partner with engineering teams to resolve customer issues
• Monitor enterprise systems through monitoring software (Nagios and Nimsoft)
• Account management through Active Directory for customer environments
• Dynamics AX and Baan ERP support

Qualifications

Required Qualifications

• 1+ years of IT experience.
• Must follow the Service Desk attendance guidelines to meet our customers’ needs

Qualifications

Other Qualifications

• Established track record in IT technologies (Unix/Windows Servers, Database, Data Center and Borderless Networking, Client/Server Application Support)
• Able to produce a high standard deliverable while under time constraint pressure
• Experience interacting with external customers
• Excellent customer service skills, interpersonal skills, and telephone etiquette
• Friendly personality that enjoys assisting customers
• Good documentation skills and solid written grammar
• Able to accurately follow written technical work instructions
• Able to work in a structured environment
• Strong organization, time management, and prioritizing skills

Additional Information

All your information will be kept confidential according to EEO guidelines.

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