Service Desk Analyst

EIS; Tempe (AZ); Hybrid; USD 60,000 - 80,000; Full time

Job summary

A technology solutions provider is seeking a Service Desk Analyst to provide IT support across multiple locations in the United States. The ideal candidate will have strong analytical and troubleshooting skills, along with experience in Windows 11 and Microsoft Office. The role includes both in-office and remote work opportunities with after-hours support required. Applicants should be self-motivated and able to manage multiple IT requests effectively.

Qualifications

• Two to four years’ experience in IT support roles.
• Ability to train users on software applications and tools.
• Experience in fast-paced environments with multiple issues.

Responsibilities

• Provide support to end users across various channels.
• Monitor and manage Service Desk tickets for resolution.
• Provide after-hours on-call support when necessary.
• Escalate higher-level issues to IT team.

Skills

Analytical problem solving

Interpersonal skills

Documentation skills

Communication skills

Self-motivated

Multitasking abilities

Windows 11 support

Microsoft Office products

PC hardware support

Network troubleshooting

Active Directory familiarity

Printer support

Tools

Bomgar

TeamViewer

Microsoft Project

Microsoft Visio

AutoCAD

Adobe

ManageEngine Endpoint Central

Job description

Get AI-powered advice on this job and more exclusive features.

This position is responsible for providing end user support for 30+ locations across the US. This includes interfacing with end users at all levels as well as other IT team members. The Service Desk Analyst is the initial point of contact and is responsible for gathering and analyzing information regarding the user’s request or issue, troubleshooting, resolving or escalating as needed and handling the ticket through resolution.

Key Responsibilities

• Provide support & training to end users via email, phone and remote support tools.
• Monitor, log and update Service Desk tickets, ensuring accuracy and timeliness of the ticket data. Keep end users updated as to the status of their tickets, issues and requests.
• Provide after-hours on-call support for critical systems.
• Identify any higher-level issues and escalate as appropriate within the Information Technology team.

Qualifications & Skills

• Very strong analytical problem solving and troubleshooting abilities
• Excellent interpersonal and teamwork skills; able to work both independently and within a team-oriented environment.
• Ability to concisely document processes, procedures, issues, resolutions; strong writing skills required.
• Excellent interpersonal and communication skills; able to adapt instructions and guidance to the skill level of the end user.
• Self-motivated, forward thinking. Able to multitask in a fast-paced environment; handle multiple issues/requests simultaneously; able to quickly re-adjust priorities on demand.
• Two to four years’ experience with:
• Windows 11 setup & configuration, maintenance, software installation and trouble shooting.
• Microsoft Office products, Microsoft 365.
• PC hardware support, troubleshooting and imaging (Lenovo laptops & desktops a plus).
• Basic knowledge of network connectivity and troubleshooting (wired and wireless), TCP/IP subnetting, DHCP, routing & switching, VPN.
• Familiarity with Microsoft Active Directory (user & computer accounts, OU’s, Group Policy) and EntraID.
• Printer support (both USB and network) – hardware, drivers, installation, print queue management, troubleshooting.
• Using remote support tools such as Bomgar, TeamViewer, etc
• Patch management/configuration tools (ManageEngine Endpoint Central a plus)
• Experience in the following is a plus
• Microsoft Project, Microsoft Visio, Autocad and Adobe.
• Experience working in a distribution or light manufacturing environment a plus
• Hybrid work schedule: Monday through Thursday in the Tempe location; Friday work from home.
• Available to travel up to 10%

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Manufacturing

Referrals increase your chances of interviewing at EIS by 2x

Sign in to set job alerts for “Service Desk Analyst” roles.

Call Center Representative / Pharmacy Tech Support

Tier 1 Technical Support Specialist – Entry Level (Urgent Need)

Call Center Representative / Pharmacy Tech Support

Greater Phoenix Area $23.00-$25.00 1 day ago

Call Center Representative / Pharmacy Tech Support

Technical Coordinator - Maintenance Support - Multiple Locations

Phoenix, AZ $73,500.00-$101,000.00 1 week ago

Field Service Technician-Information Technology

IT Tech Support/***Local Arizona Candidates only***

Call Center Representative / Pharmacy Tech Support

Operations Specialist, Autonomy Tech Support

Technical Support - Desktop and Laptop Specialist - 12027

IT Support Helpdesk Analyst II (Chandler, AZ)

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.