Senior Service Desk Analyst

Civicworks; Phoenix (AZ); On-site; USD 60,000 - 75,000; Full time

Job summary

Civicworks is hiring a Senior Service Desk Analyst to provide end-user technical support in Phoenix for the Department of Emergency and Military Affairs. The role emphasizes handling help desk tickets, troubleshooting issues, and delivering customer-focused IT solutions.

The ideal candidate has an associate’s degree with 1–3 years of IT experience, familiarity with Windows, Google Workspace, Office 365 and Adobe CC, and an Arizona driver’s license.

Qualifications

• Associate's degree plus 1–3 years IT experience (or equivalent).
• Experience with Windows, Google Workspace, Office 365 and Adobe Creative Cloud.
• Ability to troubleshoot and resolve remote user problems using remote support tools.
• Strong customer-centric approach and ability to manage difficult situations.
• Current valid Arizona state-issued driver's license.

Responsibilities

• Provide technical support for end-user computer systems and software.
• Manage help desk tickets and track resolution status.
• Troubleshoot and resolve IT issues to improve system efficiency.
• Deliver customer-focused solutions and clear communication to users.

Skills

Customer service

Cloud applications

Networking hardware

Computer hardware

Windows

Google Workspace

Office 365

Adobe Creative Cloud

Remote support

Driver's license

Education

Associate's degree

Tools

Remote support tools

Job description

The Senior Service Desk Analyst provides technical support for end-user computer systems and software at the Department of Emergency and Military Affairs in Phoenix. The role involves managing help desk tickets, troubleshooting issues, and providing customer-focused solutions to enhance IT system efficiency. The position requires strong customer service skills and technical knowledge of common office software, networking, and operating systems.

Key qualifications:

• Working knowledge of service offerings, customer service principles, cloud applications, and computer/networking hardware
• Experience with Microsoft Windows, Google Workspace, Microsoft Office 365, and Adobe Creative Cloud
• Ability to troubleshoot and resolve remote user problems using remote support tools
• Strong customer-centric approach and ability to manage difficult situations
• Associate's degree plus one to three years of IT experience (or equivalent)
• Current valid Arizona state-issued driver's license