Technical Support Help Desk

Yoh, A Day & Zimmermann Company; Tempe (AZ); Hybrid; USD 28,000 - 32,000; Full time

Benefits offered by this job

Medical benefits

Health Savings Account

Life & Disability Insurance

MetLife Benefits

Employee Assistance Program

401K Retirement Savings Plan

Direct Deposit

Referral bonuses

Training opportunities

Job summary

Yoh, a Day & Zimmermann company, is seeking a Helpdesk Analyst in Tempe, AZ. This 12-month contract (contract-to-hire) role provides first-level technical support to financial advisors, resolving access and navigation issues in proprietary systems with a customer-service focus.

You'll troubleshoot Windows, browsers, Outlook, and Microsoft 365, ask probing questions, document issues clearly, and strive for first-call resolution while collaborating with your team and completing structured training.

Qualifications

• Strong customer service and communication skills.
• Ability to diagnose problems logically and ask effective questions.
• Basic technical troubleshooting experience.
• Ability to learn proprietary systems quickly.
• Experience in a help desk or call center environment preferred.
• Knowledge of Windows, browsers, email and Microsoft 365.
• Flexibility to handle high-volume inbound calls.

Responsibilities

• Provide first-level technical support to financial advisors via inbound phone calls.
• Troubleshoot access and navigation issues in proprietary systems.
• Ask effective probing questions to understand the issue and symptoms.
• Use a structured troubleshooting method to identify root causes.
• Walk advisors through basic steps, including browser navigation and clearing cache.
• Provide support for email, Outlook, and Microsoft 365 as needed.
• Build rapport with advisors and maintain a professional, patient approach.
• Aim for first-call resolution when possible.
• Document issues clearly while staying efficient between calls.
• Learn procedures for proprietary systems through structured training.
• Collaborate with team members and support resources when needed.

Skills

Customer service

Communication skills

Troubleshooting

Proprietary systems

Problem solving

Call center experience

High-volume calls

Flexibility

Windows/Email/365

Education

Degree or equivalent experience

Tools

Microsoft Outlook

Microsoft 365

Job description

Helpdesk Analyst

12 month contract/contract to hire - Tempe, AZ (Hybrid)

This role provides first-level technical assistance to financial advisors who need help accessing and navigating proprietary systems and technology.

The ideal candidate is a customer-service-oriented problem solver who is comfortable working with people over the phone and has a basic understanding of technical troubleshooting.

The role is primarily focused on delivering excellent customer service while using basic troubleshooting skills to identify and resolve technology issues.

Key Responsibilities

• Provide first-level technical support to financial advisors via inbound phone calls.
• Troubleshoot access and navigation issues involving proprietary systems.
• Ask effective probing questions to understand the advisor's issue, symptoms, and experience.
• Use a structured troubleshooting methodology to identify the root cause of an issue.
• Walk advisors through basic troubleshooting steps, including browser navigation and clearing cache and cookies.
• Provide support for email, Microsoft Outlook, and Microsoft 365 issues as needed.
• Build rapport with advisors and maintain a professional, patient, and service-oriented approach.
• Work toward first-call resolution whenever possible.
• Document and communicate issues clearly while maintaining efficiency between calls.
• Learn and apply procedures for proprietary systems and technology through structured training.
• Collaborate with team members and support resources when an issue requires additional assistance.

Required Qualifications

• Strong customer service and communication skills.
• Ability to build rapport and maintain a positive demeanor during phone interactions.
• Demonstrated ability to ask questions, probe for information, and diagnose problems logically.
• Basic technical troubleshooting experience or aptitude.
• Ability to learn proprietary systems and technology quickly.
• Strong problem-solving and critical-thinking skills.
• Ability to manage a high-volume inbound call environment.
• Flexibility to work schedules based on business needs.
• Previous experience in a help desk, technical support, call center, customer service, or similar environment.
• Experience troubleshooting Windows, browsers, email, or Microsoft 365.
• Financial services or experience supporting financial advisors is a plus, but not required.
• Technical certifications are a plus, but not required.
• Degree or equivalent professional experience is preferred but not required.
• Expected call volume is approximately 30–50 inbound calls per day, depending on business needs and technology activity.

Estimated Min Rate: $20.00

Estimated Max Rate: $23.00

What’s In It for You?

• Medical, Prescription, Dental & Vision Benefits (for employees working 20+ hours per week)
• Health Savings Account (HSA) (for employees working 20+ hours per week)
• Life & Disability Insurance (for employees working 20+ hours per week)
• MetLife Voluntary Benefits
• Employee Assistance Program (EAP)
• 401K Retirement Savings Plan
• Direct Deposit & weekly epayroll
• Referral Bonus Programs
• Certification and training opportunities

Note: Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description.

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Visit https://www.yoh.com/applicants-with-disabilities to contact us if you are an individual with a disability and require accommodation in the application process.

For California applicants, qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. All of the material job duties described in this posting are job duties for which a criminal history may have a direct, adverse, and negative relationship potentially resulting in the withdrawal of a conditional offer of employment.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

By applying and submitting your resume, you authorize Yoh to review and reformat your resume to meet Yoh’s hiring clients’ preferences. To learn more about Yoh’s privacy practices, please see our Candidate Privacy Notice: https://www.yoh.com/privacy-notice