Senior Service Desk Analyst: Customer-Focused IT Support

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

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.