IT Service Desk Analyst

Overview Long‑term consulting opportunity with possibility of converting to a full‑time role with our financial customer. Responsibilities Diagnose and troubleshoot end‑user desktop application issues and provide appropriate solutions. Provide timely resolution of problems or escalation on behalf of the customer and ensure their satisfaction. Provide incident status updates to management and end‑users per service‑level guidelines. Support end users with PCs, laptops, printers, cell phones, and tablets. Support applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM. Perform account management and maintenance for various applications and systems (e.g., create or modify user accounts, change passwords). Communicate with customers at all technical proficiency levels and follow SOPs using Knowledge Management. Qualifications & Skills Mid‑level experience (3‑5 years) in a comparable IT position. 2+ years working in a service‑desk or customer‑service environment. Minimum 1 year of technical support experience and 1 year of chat support experience. Experience with ITSM platforms (SmartIT, Remedy, ServiceNow, Cherwell) and remote support tools (SCCM, Software Center, Client Center). Strong verbal and written communication skills; ability to type at least 40 WPM. Ability to multitask effectively and handle 2–3 concurrent chat sessions. Working knowledge of PC technical support, systems administration, networking, Windows and macOS. Bachelor’s or Associate’s degree in Information Technology or related field. 2‑week training period upon onboarding. Experience supporting mobile devices (iPhone, iPad) and familiarity with MobileIron is a plus. Other Requirements Lifetime background check required; fingerprint testing upon acceptance. Contract position based out of Phoenix, AZ; hybrid work environment. Monthly performance reviews and constructive feedback. Compensation & Benefits Pay: $22.00 – $25.00 per hour. Benefits include medical, dental and vision; critical illness; accident and hospital; 401(k) retirement plan; life insurance; short- and long‑term disability; HSA; transportation; employee assistance; PTO. Benefits are subject to change and availability based on classification and length of employment. Location Phoenix, Arizona (Hybrid). Application Deadline This position is anticipated to close on June 12, 2026. Equal Opportunity The company is an equal‑opportunity employer and considers all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any characteristic protected by law. Pursuant to the San Francisco Fair Chance Ordinance, qualified applicants with arrest and conviction records will be considered for positions located in San Francisco. Massachusetts law prohibits using lie detector tests. Artificial Intelligence may be used in the hiring process; final hiring decisions are made by the hiring team. #J-18808-Ljbffr TEKsystems