What are the responsibilities and job description for the IT Help Desk Analyst position at AZ Tech Systems?
- Provides first level IT support for all end-users via telephone, email or in person.
- Troubleshoots and resolves hardware, software and voice/data communication systems issues.
- Escalates calls when appropriate.
- Writes concise, informative incident tickets.
- Follows up on all tickets in a timely manner and pursues issues through to resolution.
- Requires experience using incident management systems and writing technical support documentation.
- Must possess broad knowledge and proficiency with popular operating systems, application software, desktop and laptop computers, printers and networks.
- At the service desk the roles are a little more technical as they try to resolve as many issues /incidents that come in as opposed to escalating
- Candidates ideally should be willing to work any shift. If they cannot work a specific shift, please note it on the top of the resume.
- The shifts will be varied but will likely include the following:
- Sun-Thurs; Tues-Sat; Fri-Mon (10 hr days) - may have afternoon shifts 12-8 2-10 or late morning shifts 10-6; 11-7
Training will likely be 2-3 weeks during day shift hours- then regular shift will be assigned. Shifts will not likely change once assigned but manager may need to adjust at some point based on business need.
Jira is current ticketing system
Degree preferred but will consider candidates without one but great experience
will be servicing tickets that are 1) store related issues (laptop & registers) 2) reimaging machines due to unused registers 3) customer service oriented - excellent verbal communication skills
Job Types: Full-time, Contract
Pay: $15.00 - $18.00 per hour
Schedule:
- 8 hour shift
Education:
- Associate (Preferred)
Experience:
- Help desk: 4 years (Preferred)
- Jira: 3 years (Preferred)
Work Location: One location