Technical Support Analyst

Technical Support Analyst
Exciting opportunity for a sharp Tier I Technical Support Analyst / Help Desk Analyst to join a dynamic organization where you can make an impact.  

RESPONSIBILITIES: 

• Approximately 60% is in-person support, and 40% is phone support
• Triage Level II and Level III Incident and Service Request tickets
• Troubleshoot and resolve Incident tickets related to technical difficulties with hardware, software, and the network
• Resolve Level l Incident and Service Request tickets 
• Validate with internal customers that the Incident or Service Request has been resolved and update the ITSM ticketing system
• Interface effectively with IT infrastructure, security, applications management, database, and governance personnel
• Obtain a strong knowledge of IT Security Policies, Processes, and Procedures 
• Adhere to and execute IT Security Policies, Processes, and Procedures 
• Write and update knowledge-base articles
• Actively contribute to IT's Continual Service Improvement efforts
• Ability to complete multiple simultaneous projects and support tasks promptly 
• Perform other duties or special projects as assigned

This is a contract-to-hire position (we will convert within 6 months). You will mainly support our four locations in the Peoria area. However, you will provide support to our other sites in Avondale, Surprise, and Mesa as needed. If the Support Analyst in Tucson is on PTO, you may travel there to help with coverage. Sometimes there is project work where you may have to travel to another state to assist with the project. You must be able to work flexible hours as needed and be on call or work some weekends. Excellent opportunity to make an impact and take your career to the next level.  

REQUIRED SKILLS:

• 3+ years of Technical Support experience
• Windows support
• MS Office support
• Active Directory  
• Network support and troubleshooting
• Able to image/configure an out-of-the-box PC
• Able to re-image PCs and install approved apps and systems access
• Strong working knowledge of email spam filtering tools
• Able to validate that a PC is fully encrypted 
• Software and hardware support
• Strong deskside support experience 
• Ability to to work flexible hours as needed and be on call or work some weekends
• Excellent customer service skills 
• Strong documentation skills
• Excellent communication skills 
• Consultative personality
• Must have a valid driver’s license and a clean driving record 
• Must own a reliable vehicle  
• Must be able to transport IT equipment between offices 
• Ability to pass a complete background check and drug test

PREFERRED SKILLS:

• Cisco UCM Cloud  

Must be authorized to work in the U.S./Sponsorships are not available