End User Support Analyst

Phoenix, AZ, US, 85016

A Company client is seeking to hire an End User Support Analyst in Phoenix, Arizona (AZ). This position is Phoenix, AZ based, with a Hybrid work schedule, 3 days in office, hours are 9:30 am – 6:00 pm. You must be available to be on-call as needed through special projects.

Responsibilities include:

  • Answer incoming phone calls (via InContact) call queue to assist users with computer related issues
  • Monitor the Solution Center Email queue and respond to email requests
  • Assist with the installation of applications for end users
  • Use Service Now to open incident tickets for End Users and assign to the proper group
  • Use Service Now to update and resolve incident tickets for calls received
  • Use Remote Helpdesk support tools to connect and troubleshoot end user issues
  • Assist employees with questions regarding Outlook, hardware/Virtual Desktop, software packages, and applications
  • Assist clients resolve connectivity and associated browser-related issues
  • Assist the Manager, Solution Center with Desktop/Laptop related projects, and other special projects as assigned
  • Follow up on incident tickets to ensure closure and customer satisfaction
  • 3+ years of experience providing desktop/laptop hardware/Virtual Desktop and software support to end-users, including LAN, Internet technology, and Microsoft Office products
  • Experience with Virtual Desktop and Windows applications including knowledge of Microsoft 365
  • Outstanding problem-solving, communications, interpersonal, organizational and follow-up skills
  • Help Desk Experience, ability to aid and resolve technical problems via remote Help Desk support
  • Develop and maintain internal procedures and supporting documents
  • Strong knowledge of Hardware Desktops, Laptops, VDI IGELS, Printers, Monitors along with Windows 10 and 11
  • Excellent telephone communication skills, and ability to react to urgent requests for help

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Company’s sole discretion unless
and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Company is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Apply here with ITEQG2067528 as the reference code.