IT Helpdesk Analyst

Job Title

Tier 1 Technical Support Specialist

Job Description

This posting is for upcoming positions in Phoenix, AZ. This role is to provide tier 1 technical support to employees, ensuring timely resolution of hardware, software, and connectivity issues. Qualified persons to be considered will have great I.T. related troubleshooting skills specifically with Windows 11, Microsoft Office, Network Stack, Server Administration, Printers, and Apple IOS and Android mobile devices; being able to effectively balance speed and quality of work while multi-tasking, able to maintain good composure in stressful situations, be an effective, honest, a respectful communicator, and be diligent in the planning and execution of tasks.

Key Responsibilities

· Serves as the first point of contact for end users seeking technical support, resolving day-to-day issues and escalating complex problems as needed.

· Provide technical assistance and troubleshooting for users to resolve computer, software, network, printing, and mobile device related issues in person, over the telephone, or remotely with remote assist applications.

· Assist with individual and group orientation training in technology equipment, along with department driven projects and initiatives where applicable upon request.

· Assist with the implementation of I.T. policies and procedures for managing computer systems and operations based on corporate guidelines/control framework.

· Participate in the effective operations of the Information Technology (IT) Department.

· Provide technical support for connectivity of systems/network requirements, and other shared services.

· Maintain current and accurate inventory of technology hardware, software, and resources.

· Troubleshoot all technology issues. Maintain issue log and/or list of required repairs and maintenance procedures.

· Prepare and install workstations, connect, and set up hardware, load all required software, provide network accounts as required.

· Assist with monitoring and enforcement of security policies with all technology.

Qualifications / Requirements

· High school diploma or equivalent; associate degree or relevant certification (A+, Network+) preferred

· 1–2 years of experience in a help desk or technical support role

· Working knowledge of Windows operating systems, Microsoft 365, and common business applications

· Familiarity with Active Directory, ticketing systems, and remote support tools

· Strong troubleshooting and problem-solving skills

· Excellent communication and customer service skills

· Ability to prioritize and manage multiple requests in a fast-paced environment

Physical Demands

· The Information Technology Specialist will have to spend long hours sitting and using office equipment and computers, which can cause muscle strain.

· Lifting of computer equipment, supplies, and heavy equipment.

· Some short-term travel will be required.

· Some after-hours support may be required.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position

Benefits

We offer an extremely competitive and comprehensive benefits package including:

• PTO that starts accruing DAY 1
• 401K Immediate Vesting; employer match starting same day
• Several medical plans to choose from
• Dental Plan and Vision Plan
• Life insurance, short term & long-term disability
• Paid Holidays
• Pet Insurance
• Employee discounts, EAP and Wellness Program
• Identity Theft Protection and so much more!

Equal Opportunity Employer

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, national origin or ancestry, sex (including gender, pregnancy, sexual orientation, and/or gender identity), age, disability, genetic information, veteran status, and/or any other basis protected by applicable federal, state or local law. We are an Equal Opportunity Employer, including disability and protected veteran status. We prohibit all types of discrimination and are committed to providing access and equal opportunity for individuals with disabilities. For additional information or if reasonable accommodation is needed to participate in the job application, interview, or hiring processes or to perform the essential functions of a position, please contact us the Company's Human Resources department.