Help Desk Analyst - Scottsdale, AZ

Location: Scottsdale, Arizona | Job type: Contract

About the role

We are looking for candidates with 1-2 years of technical support experience (preferably phone support) to provide technical support to employees, contractors, and consultants. The ideal candidate will answer initial technical phone calls and escalate issues by opening tickets for 1st or 2nd level support when needed.

Responsibilities

• Provide entry-level production and non-production support of applications and databases for software, with oversight.
• Monitor production systems for alerts, outages, and system issues.
• Seek continuous improvements for applications, processes, support methods, and team effectiveness.
• Execute technical procedures to resolve production and non-production issues.
• Evaluate systems and processes to resolve technical problems.
• Implement effective solutions for break/fix issues.
• Develop knowledge of enterprise systems.
• Demonstrate understanding and knowledge of client needs, concerns, and challenges.
• Update production and non-production support documentation and adhere to ITIL practices.

Requirements

• 1 year of technical/IT support, helpdesk, or desktop support experience.
• Experience with iPhone/Mac support, Active Directory, or Windows 11 is a plus.
• Bachelor’s degree.

Skills

• Databases
• Enterprise systems
• Team effectiveness
• ITIL practices
• Phone support
• Production support
• Production systems
• Technical support
• Providing technical support
• 2nd level support

Pay

$17 - $20 per hour

Schedule

8:00 AM to 5:00 PM

Benefits

• Medical, prescription, dental, and vision insurance.
• AD&D and life insurance.
• Short-term disability.
• 401K plan (benefits based on eligibility).