TEKsystems · 15 hours ago
IT Service Desk Analyst
Phoenix, AZ
Contract
Hybrid
Entry, Mid Level
$18/hr - $25/hr
2+ years expTEKsystems is a leading provider of business and technology services, and they are seeking an IT Service Desk Analyst to provide support for customer systems. The role involves diagnosing and troubleshooting end user desktop application issues, providing timely resolutions, and maintaining effective relationships with users.
Information Technology
Responsibilities
Diagnose and troubleshoots end user desktop application issues and provides appropriate solution
Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction
Provides incident status updates to management and end-users per service level guidelines
Support and maintain effective relationships with users Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support
Provide support for PCs, laptops, printers, cell phones, and tablets etc
Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)
Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets)
Communicates with customers at all levels of technical and non-technical skills sets Follow all standard operating procedures (SOP) through the effective use of Knowledge management
Qualification
Required
Mid Level: Skills equiv. to 3-5 years in comparable IT Support position
Responsible for IT helpdesk and/or service desk support for customers systems
Experience with 1st and/or 2nd level enterprise support in a O365 / Windows environment
Experience providing phone, chat and email support to customers
Strong customer service skills, strong people and interpersonal skills
Must have strong verbal and written communication skills
Diagnose and troubleshoots end user desktop application issues and provides appropriate solution
Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction
Provides incident status updates to management and end-users per service level guidelines
Support and maintain effective relationships with users
Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support
Provide support for PCs, laptops, printers, cell phones, and tablets etc
Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)
Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets)
Communicates with customers at all levels of technical and non-technical skills sets
Follow all standard operating procedures (SOP) through the effective use of Knowledge management
Required Experience: 2+ years of experience working in a service desk or customer service environment
Minimum 1 year technical support experience
Minimum 1 year chat support experience
Experience using ITSM platforms (SmartIT / Remedy, ServiceNow, Cherwell) and remote support tools (SCCM, Software Center, Client Center Configuration Manager)
Ability to type at least 40 words per minute
Ability to multitask effectively and handle 2-3 concurrent chat sessions at a time
Working knowledge of PC technical support, systems administration, networking, Windows and Mac OS
Bachelor's or Associates degree in Information
Preferred
Ideal candidates will have experience supporting mobile devices to include iPhones and iPads, and if they have worked with MobileIron that would be a plus
Candidates need to be good with working with a Knowledge Base to be able to lookup issues to help them in resolving the issues with users
Candidate must have experience in resolving issues via phone and chat; need resources that can multi-task and do 2 chats at once if needed
Candidate must be able to receive constructive feedback
Manager indicated that he has had some success in the past with resources that have worked at Best Buy (Geek Squad)
Benefits
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Company
TEKsystems
At TEKsystems, they understand people. Every year they deploy over 80,000 IT professionals at 6,000 client sites across North America,
10001+ employees
H1B Sponsorship
TEKsystems has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (46)
2024 (52)
2023 (33)
2022 (22)
2021 (36)
2020 (53)
Funding
Current Stage
Late StageLeadership Team
Ryan Skains
Vice President, TEKsystems Global Services
Recent News
2025-11-19
2025-10-29
Company data provided by crunchbase