Helpdesk Analyst

San Carlos Apache Healthcare Corporation offers an onsite Helpdesk Analyst role in Peridot, AZ, focused on keeping end-user computing running smoothly. In this position, you will troubleshoot helpdesk requests, perform desktop-level support both remotely and hands-on, and ensure issues are tracked through a helpdesk ticketing system with clear documentation.

What you’ll do

• Receive and troubleshoot incoming helpdesk requests from end-users via telephone, e-mail, messaging, or in-person.
• Use remote diagnostic techniques to troubleshoot problems and ask relevant questions to reach a solution.
• Use Internet resources such as software updates, drivers, knowledge bases, and FAQs to support problem resolution.
• Create and update helpdesk tickets, ensuring tickets are completed on time and include key end-user details (name, department, contact information, and nature of the issue).
• Provide hands-on fixes such as installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Investigate system malfunctions and alerts to identify the likely root cause (hardware, software, or environment), and inform the supervisor of the action taken.
• Test fixes to confirm the problem is resolved and complete post-resolution follow-ups.
• Record and document every step of the support process in the ticketing system, including both successful and unsuccessful decisions, through final resolution.
• Prioritize issues that require escalation and route helpdesk tickets to the appropriately experienced IT team member when needed.
• Complete preventative maintenance by checking and cleaning workstations, laptops, printers, peripherals, and associated cabling.
• Identify and learn the software and hardware used and supported within the environment.
• Maintain or create user accounts on IT systems, including assigning access levels and application menu structure.
• Escort vendors while they are onsite to maintain, repair, or configure computer-related equipment.
• Follow all established policies and procedures for operating systems on both servers and personal computers.
• Perform other duties as assigned.

What you bring

• At least 1 year of customer service experience in a helpdesk environment.
• High School Diploma or GED Equivalent required.
• CompTIA A+ Certification required, or ability to obtain within six months of hire.
• CompTIA Network+ Certification preferred.
• CompTIA Security+ Certification preferred.

Indian preference and equal employment opportunity

SCAHC gives preference in hiring to San Carlos Apache Tribal members and other Native Americans in accordance with the San Carlos Apache Tribe’s Tribal Preference Policy, as set forth in Section 402 of the Tribe’s Human Resources Department Policies and Procedures Manual.