Technical Service Desk Analyst I

Location: Phoenix, AZ
Salary: $22.00 USD Hourly - $25.00 USD Hourly
Description:
Job Title: IT Support Specialist

Location: Phoenix, AZ
Duration: 06+ Months (with possibility of extension)

Job Summary:

The IT Support Specialist serves as the first line of technical assistance for enterprise-wide IT services. This role provides remote support to end users, delivering fast and accurate technical issue resolution while maintaining high-quality customer service. The specialist will document and resolve Tier 1 and Tier 1.5 technical incidents related to hardware, software, applications, and connectivity, and will support ongoing process improvements through knowledge sharing and trend analysis.

Core Responsibilities:

• Frontline Technical Support
  Provide first-contact support via phone, chat, and ticketing systems, resolving issues related to user accounts, hardware/software, connectivity, and enterprise applications.
• Remote Troubleshooting
  Use remote desktop tools to diagnose and resolve issues efficiently, reducing the need for onsite intervention.
• User Guidance & Documentation
  Walk users through troubleshooting steps, installations, and workarounds while maintaining professional communication. Document all interactions thoroughly in the ITSM system.
• Escalation Management
  Escalate issues to the appropriate technical teams with logs, screenshots, and detailed notes to ensure smooth handoff. Identify and flag recurring incidents.
• Ticket Queue Monitoring
  Manage high-volume ticket queues, follow up on aging tickets, and ensure incidents are resolved within SLA guidelines.
• Knowledge & Compliance
  Maintain up-to-date knowledge of enterprise platforms, security policies, and support procedures. Adhere to organizational policies, regulatory standards, and best practices while providing excellent service to all internal customers.

Note: This description outlines the general nature and responsibilities of the role. Specific tasks may vary based on departmental needs.

Minimum Qualifications:

• High school diploma/GED or equivalent experience.
• Knowledge of desktop and mobile devices, along with network connectivity fundamentals.
• Proficiency in Microsoft Office 365.
• Strong troubleshooting skills and ability to work across diverse user groups.
• Excellent verbal and written communication skills.
• Ability to work variable shifts; may require carrying/responding to a pager.

Preferred Qualifications:

• Experience in a fast-paced IT support environment.
• Additional education or relevant certifications.

Supervisory Responsibilities:

• Leadership Expectations: Act as a role model by demonstrating people-centered, service-oriented, and results-driven behavior.

Physical Demands & Work Environment:

• Typical office environment with significant use of computers, phones, and office equipment.
• Extensive sitting with occasional standing and walking.
• May require lifting up to 20 lbs.
• Requires strong communication and visual acuity.
• Occasional off-site travel may be required.

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Contact:

This job and many more are available through The Judge Group. Please apply with us today!