Associate Analyst/Analyst, IT Help Desk

Benefits

This onsite IT Help Desk role is based in Phoenix and emphasizes a benefits-forward culture. The package includes Travel Perks, Health Benefits, Wellness Programs, a 401(k) Program, and Additional Benefits to support you personally and professionally.

• Travel Perks
• Health Benefits
• Wellness Programs
• 401(k) Program
• Additional Benefits

Responsibilities

• Resolve issues that can be addressed over the phone; when needed, route complex problems to a qualified support technician
• Offer first-level support to end users for PC hardware and Network issues in Windows 7 and Windows XP environments, and for Mainframe systems (UNIX/IBM)
• Perform problem determination across technology domains including Voice, WAN, LAN, PC, Laptop, Printer, Password Resets, and Dot Matrix printers
• Collaborate with internal and external support teams and third-party vendors to identify and fix root causes
• Replicate user-reported issues to diagnose and resolve operating difficulties
• Monitor system-wide outages and issues on a daily basis
• Escalate incidents to escalation teams to ensure timely resolution
• Provide timely oral or written updates to Level 2 support and other management as needed
• Consult Level 2 support or management on quality concerns to determine the next steps
• Work overtime as needed and when approved
• Maintain confidentiality of employee, company, and customer information
• Demonstrate commitment to and compliance with all company and departmental policies, procedures and practices
• Shift work is required to support 24x7 IT coverage

Requirements

• Technical degree or equivalent experience
• Minimum two years in a help desk or customer service role
• At least two years troubleshooting experience in service desk environments
• Knowledge or experience with internal server/mainframe applications such as Shares, QIK, IBM/TSO/TPX, and SCEPTRE
• Apple Certification (Apple Genius)
• A Plus Certification
• Strong interpersonal, written, and verbal communication skills
• Ability to multi-task in a fast-paced, high-stress environment
• Strong problem-solving and analytical skills

Technologies

• Windows 7
• Windows XP
• UNIX
• IBM
• Shares
• QIK
• IBM/TSO/TPX
• SCEPTRE