Welcome page Returning Candidate? Log back in! Service Desk Analyst Job Locations US-AZ-Phoenix ID 2024-5678 Type Full-Time Overview

Our Service Desk Analysts are prepared to provide customer centric, first contact support for all user requests. Individuals will respond to support requests of software, hardware, telephony, and network related issues, and these requests are handled via phone, chat, and web portal tickets. In this role an analyst must identify and resolve issues with urgency. Less complex issues will typically be resolved immediately, while more complex incidents are escalated. Confidential data and highly regulated information is handled daily which requires integrity and accuracy in each interaction. The service desk strives to reduce service interruptions of impacted systems by working together to ensure UTI campuses are supported in a meaningful and timely manner.

Responsibilities Troubleshoots, diagnoses, researches, and resolves technical hardware, software, network, and telephonic issues within established Service Level Agreements.Assists users with issues/problems from a variety of sources including proprietary and Microsoft Office applications, and Microsoft Operating Systems.Understands and performs basic troubleshooting of enterprise systems and services. Escalates and partners with IT support teams, when necessary.Provides end-user support of iPhone and other Smart phones, including activation, and troubleshooting requests.Accurately tracks and routes incident and service tickets providing thorough documentation of troubleshooting, history, and resolution.Accurately documents solutions to known/resolved problems through creating and updating Knowledgebase articles and SharePoint team site information.Creates and maintains user accounts, memberships and rights within Active Directory, PeopleSoft, Entra, and proprietary systems.Provides general end user training and documentation.Other duties as assigned. Qualifications

Education / Experience

High School Diploma/GED required1-2 years experience in Service Desk/Tier 1 support required or equivalent experienceA+ Certification preferred

Skills

Verbal and written communication skillsAbility to use good judgment, problem-solving, and decision-making skillsAbility to gain, understand and apply knowledge from technical manuals and SOP’sAbility to maintain confidentiality and professional decorumExtensive knowledge of Microsoft Office and Microsoft Operating SystemsBasic knowledge of Active Directory, Exchange account management, and Citrix remote user support.Linear troubleshooting skills

 

Abilities

Must be able to talk, see, hear, concentrate, think, learn, and reason for all of the workdayMust be able to operate a computer to work from including use of monitors, operating system, keyboard, mouse, and communicate verbally to customers for prolonged periods throughout the workday.Must be able to  respond to emails, messages, and enter text from a keyboard for prolonged periods throughout the workday.\

 

Work Environment

Flex business hours;Set schedule Monday – Friday; hours are evaluated for business needs. Occasional overtime is required (including periodic off-hours and weekend hours) to assist with Tier 1 system outages during off-hours and weekend hours when on rotation and on-call is requiredWork is performed indoors in a climate-controlled environment remotely which requires stable power and internet connectivity with connection speeds of at least 25Mbs download and 10Mbs upload. Higher bandwidth is recommended for optimal performance. Options Apply for this job onlineApplyShareEmail this job to a friendRefer Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeed

UTI is committed to providing reasonable accommodations to employees and applicants with disabilities as required by the Americans with Disabilities Act ("ADA"). If you are an applicant and feel you need a reasonable accommodation pursuant to the ADA, select this link in order to send your request to our Recruitment Coordinator. For California residents or positions based out of a California location: To comply with the California Consumer Privacy Act (CCPA), UTI has posted its California Employee Privacy Notice. You can view the Privacy Notice at here.

Universal Technical Institute is a proud Equal Opportunity and Affirmative Action Employer. All qualified applicants, regardless of race, color, genetic information, national origin, religion or belief, sex, affectional or sexual orientation, gender identity or expression, immigration status, ancestry, age, marital status, disability, or protected veteran status, are encouraged to apply and will receive equal consideration based on merit, qualifications, and business need.
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