IT Help Desk Analyst

An IT HelpDesk Analyst is a pivotal support position within our Managed Services organization. Our Service Desk provides a critical interface between the Managed Services organization and customers; this team is the launching point for all customer support communications. Technicians are responsible for receipt, analysis, documentation, escalation, and resolution of customer issues and requests related to services delivered.   This team is involved in major incident resolution.

Responsibilities include monitoring and reporting on customer systems and networks using various monitoring tools. A Service Desk Technician also handles operations duties within our datacenter.  This individual will also partner closely with our engineer teams to solve technology problems and work to resolution.  The candidate will demonstrate excellent communication, troubleshooting, and documentation skills as well as an understanding and application of computer support best practices.

**There are several shifts available in our Scottsdale, Gilbert and Tempe locations including first and third shift options**

Responsibilities

• Problem solve and deliver solutions to customer issues within SLAs to provide best in class customer service
• Issue and incident documentation in Cherwell ticketing tool
• Provide top-notch customer service via phone, email and chat in a service support center
• Escalate and partner with engineering teams to resolve customer issues
• Monitor enterprise systems through monitoring software (Nagios and Nimsoft)
• Account management through Active Directory for customer environments
• Dynamics AX and Baan ERP support

Qualifications

Required Qualifications

• 1+ years of IT experience.
• Must follow the Service Desk attendance guidelines to meet our customers’ needs

Other Qualifications

• Established track record in IT technologies (Unix/Windows Servers, Database, Data Center and Borderless Networking, Client/Server Application Support)
• Able to produce a high standard deliverable while under time constraint pressure
• Experience interacting with external customers
• Excellent customer service skills, interpersonal skills, and telephone etiquette
• Friendly personality that enjoys assisting customers
• Good documentation skills and solid written grammar
• Able to accurately follow written technical work instructions
• Able to work in a structured environment
• Strong organization, time management, and prioritizing skills

All your information will be kept confidential according to EEO guidelines.