Service Desk Analyst

1 week ago(1/10/2018 12:38 PM)
Job ID
# of Openings
Full Time Temporary


Growing Company in Scottsdale is Hiring Level One Service Desk Analyst (Temp to Hire Opportunity)

  Social Media_IT for iCIMS

Not just your typical workday…


Break away from workplace monotony.  At Matrix, our passion is bringing healthcare to underserved populations, innovating new technologies and creating sustainable programs that change lives.  When you have the power to make a difference in the health and well-being of others, every day is extraordinary.


We’re headed to the future of healthcare, come join us!


The Service Desk Analyst is the first point of contact between end users and the IT organization. The analyst is responsible for recording the details of reported IT service issues and service requests, and working to either restore service as quickly as possible, or alerting and/or escalating them to the appropriate specialist support groups. The position requires technical troubleshooting abilities and excellent customer service skills.



  • Triage issues and service requests via phone, e-mail, voice mail, ticketing system, etc.
  • Research, troubleshoot and analyze the end user’s issue and resolve upon first contact, when possible.
  • Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool.
  • Perform password resets.
  • Provide remote access/VPN support.
  • Provide "how to" assistance on all internally supported devices, applications and systems.
  • Escalate issues to appropriate second- and third-level subject-matter experts in accordance to service-level agreements, and follow up on incidents when appropriate.
  • Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues.
  • Respond to end-user inquiries regarding the status of incident/service request tickets, and perform follow-ups.
  • Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides.
  • Build relationships with the Level 2 support technicians and Level 3 subject-matter experts to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded.
  • Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organization
  • Other duties as assigned. 


Educational Requirements:

High school diploma or equivalent (required); BA/BS degree (preferred).

CompTIA A+ certification or equivalent (required)


Required Skills and Abilities:

  • Minimum of 2-4 years technical support experience or combined related education required
  • Computer software and hardware troubleshooting knowledge and experience
  • Android OS, iOS, Windows 7, Windows 10, Server 2008 & 2012
  • Smartphones such as iPhone and Android
  • Samsung Galaxy Android Tablets
  • C laptop and desktop hardware
  • GoToMeeting or LogMeIn for remote assistance
  • Microsoft Office suite of applications
  • Service Desk Ticketing Systems
  • UltiPro HRIS
  • Concur Travel and Expense
  • NetSuite
  • Five9 Call Center
  • Excellent customer service skills
  • Strong troubleshooting and problem-solving skills
  • Ability to learn new technology and applications
  • Ability to work well in a team atmosphere
  • Effective written and verbal communication skills
  • A focus on customer satisfaction, with strong interpersonal skills and responsiveness
  • Highly organized and effective in managing multiple tasks while maintaining high levels of user satisfaction
  • Adherence to IT policies and processes to ensure consistent quality of service
  • Strong time management skills to ensure satisfaction with IT services and the completion of projects on time
  • Ability to cover specific service and support shifts and manage a large number of end-user requests
  • Mature and self-motivated professional able to work in a fast-paced and constantly changing environment
  • IT service desk analysts are expected to spend the majority of their time at their desk, and might be expected to be available for off-hours support, when necessary
  • Regular work schedules may not reflect normal business hours


Supervisory Responsibility: No supervisory responsibilities.


Travel requirements: No travel required.


Work Conditions: General office environment.


Physical Requirements:


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:


  • Must be able to lift and/or move up to 50 lbs.
  • Requires prolonged sitting
  • Requires eye-hand coordination and manual dexterity sufficient to operate technical equipment, keyboard, telephone, copier, calculator and other office equipment
  • Must be able to communicate information via telephone or compute
  • Requires moderate to intense concentration due to complexity of the job



The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification.  Management reserves the right to add, modify, change or rescind the work assignments of this position.  Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of the position.



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