IT Service Desk Analyst: End-User Support & Imaging

Jobtailor; Tempe (AZ); On-site; USD 50,000 - 70,000; Full time

Job summary

Jobtailor in Tempe, AZ is seeking an experienced IT Help Desk professional to deliver end-user support for desktop and mobile devices. You will manage imaging, asset lifecycle, backups, and incident resolution while maintaining standard SLAs.

The role requires hands-on expertise with Windows 11, iOS device management, and MDM (Intune), along with strong documentation and communication skills to support remote and onsite users.

Qualifications

• Bachelor’s degree in computer science or equivalent work experience.
• Minimum 2-3 years of help desk experience required.
• Experience with ServiceNow preferred.
• Knowledge and experience supporting Microsoft OS through Windows 11, imaging and hardware.
• Experience with Windows Autopilot and MDM platforms (Intune preferred).
• Proficient with handling iOS devices and setup.
• Strong documentation skills and ability to write procedures.

Responsibilities

• Ensure proper computer and systems operations for the end-user community.
• Maintain and administer key systems.
• Monitor Cherwell Service Desk tickets and resolve end-user issues within SLAs.
• Install, support, and maintain desktops, laptops, tablets, printers and related hardware/software.
• Image and deploy computers and peripherals for new hires.
• Deploy mobile iOS devices.
• Provide first- and second-level support for end users, including remote users.
• Record information in ServiceNow to ensure SLA-compliant resolution and SOP compliance.
• Manage IT assets and asset disposal pickups.
• Support field offices and travel to field offices when required.
• Administer backups, manage nightly backups, and perform monthly restore tests.

Skills

End-user support

Time management

Problem solving

Effective communication

Education

Bachelor's in Computer Science or equivalent

Tools

Cherwell Service Desk

ServiceNow

Intune

Job description

Jobtailor in Tempe, AZ is seeking an experienced IT Help Desk professional to deliver end-user support for desktop and mobile devices. You will manage imaging, asset lifecycle, backups, and incident resolution while maintaining standard SLAs.

The role requires hands-on expertise with Windows 11, iOS device management, and MDM (Intune), along with strong documentation and communication skills to support remote and onsite users.