IT Service Desk

Support enterprise users by driving incident resolution, secure access management, and advanced troubleshooting within a hybrid, rotational shift Service Desk environment.

Responsibilities

• Provide specialized support for service desk applications to resolve complex user issues and keep global environments operating reliably
• Process user access requests using structured access management procedures to maintain secure and compliant access to business critical systems
• Manage incident tickets from intake through resolution by documenting issues accurately and following standardized procedures to restore services within agreed timelines
• Monitor service desk queues and prioritize work based on impact and urgency to maintain service levels and reduce end user disruption
• Execute user access management activities including account creation, modification, and deprovisioning in line with company policies and audit guidelines
• Perform detailed troubleshooting for device related issues connected to service desk interactions to help users regain productivity quickly and safely
• Maintain documentation for resolutions, known errors, and workarounds to support a richer knowledge base and faster future handling
• Communicate proactively with users by setting expectations, providing status updates, and ensuring resolutions match operational needs
• Collaborate with technical and business teams to investigate recurring service desk problems and recommend improvements for system stability and user experience
• Support service transitions, including application updates and configuration changes, while maintaining continuity of core services
• Review service desk performance metrics and contribute insights to refine support processes, strengthen controls, and improve service quality
• Adhere to rotational shift schedules and hybrid work practices to ensure coverage, availability, and responsiveness during assigned support windows
• Contribute to initiatives focused on digital workplace reliability and accessibility through secure technology use
• Take calls and handle tickets/chats/emails; troubleshoot application, client device, network, VPN, and printer related issues; maintain service levels and follow client processes while documenting troubleshooting steps

Requirements

• Solid experience supporting service desk applications, including diagnosing issues within ticketing and workflow systems and guiding effective resolutions
• Strong practical knowledge of user access management, including access controls, segregation of duties, and enterprise compliance requirements
• Working knowledge of incident categorization, prioritization, and escalation using structured service desk methodologies and support frameworks
• Proficiency working with devices such as laptops, mobile devices, and peripherals, including understanding common issues and coordinating remedial actions
• Clear written and verbal communication skills to interact with users, team members, and stakeholders in a concise, respectful, and solution oriented manner
• Analytical and problem solving skills to examine incident trends, identify root causes, and support continuous improvement in service performance
• Adaptability to hybrid work arrangements and rotational shifts while maintaining productivity and service quality
• Familiarity with standard service management principles and tools, aligned with organizational policies, controls, and reliability objectives
• Ability to manage access controls, segregation of duties, and compliance requirements in enterprise settings

Technology

• VPN

Location

• Mesa, AZ (hybrid)