In-Office IT Service Desk Analyst

Mattamy Homes; Scottsdale (AZ); On-site; USD 55,000 - 70,000; Full time

Job summary

Mattamy Asset Management in Phoenix, Arizona is seeking a Service Desk Analyst to be the primary contact for IT-related queries, handling incidents, troubleshooting, and escalation to resolve issues promptly.

You will manage a queue, maintain the knowledge base, assist end users, and support access control and Active Directory tasks. 1–2 years of related experience and a college diploma are required; shifts run 9:30–5:30 MST (DST) and 8:00–5:00 MST otherwise; travel to Canada may be required.

Qualifications

• 1–2 years of related IT service desk or end-user support experience.
• Experience logging calls and escalating incidents in an Incident Management system.
• Strong communication and organizational skills; ability to multi-task in a fast-paced environment.

Responsibilities

• Provide exemplary end-user support and service in all situations.
• Respond promptly to user requests and assist in problem resolution.
• Troubleshoot issues and keep users informed with progress updates.
• Monitor service levels and log all calls in the incident system.
• Develop and maintain a knowledge base of troubleshooting methods.
• Assist with access control activities and after-hours incident coordination.

Skills

Strong communication

IT support experience

Queue management

Active Directory

Microsoft Office

Customer service

Education

College diploma or university degree in business or information systems

Tools

Incident Management tool

Active Directory

Job description

Mattamy Asset Management in Phoenix, Arizona is seeking a Service Desk Analyst to be the primary contact for IT-related queries, handling incidents, troubleshooting, and escalation to resolve issues promptly.

You will manage a queue, maintain the knowledge base, assist end users, and support access control and Active Directory tasks. 1–2 years of related experience and a college diploma are required; shifts run 9:30–5:30 MST (DST) and 8:00–5:00 MST otherwise; travel to Canada may be required.