Service Desk Support Analyst (CIS)
- Apply ITIL-based incident, request, change, and escalation management processes.
- Create, manage, and resolve tickets in ServiceNow ITSM, demonstrating professional communication and ticket ownership.
- Troubleshoot Windows OS, Microsoft 365, printers, drivers, and device issues.
- Manage users, passwords, and network connectivity using Active Directory, DNS, DHCP, and profile resets.
- Resolve VPN, MFA, and network access issues, including WiFi/LAN troubleshooting and password management workflows.
- Master troubleshooting across Windows, M365, Outlook, OneDrive, printers, and access failures.
- Support mobile devices, MDM enrollment, Citrix/Horizon VDI, and remote session troubleshooting.
- Work with collaboration tools (SharePoint, Teams, Confluence), endpoint security, and remote support tools (RDP, Dameware, AnyDesk).
- Provide basic support for AWS and Azure cloud access, including EC2, S3, Azure AD/Entra ID, and MFA architecture.
- Deliver customer service excellence in unified contact center environments, using Genesys, Amazon Connect, Avaya, and GenAI agent assist.
- Demonstrate clear communication, empathy, call/chat etiquette, and de-escalation techniques in multi-channel support scenarios.
- Collaborate with cross-functional teams to deliver professional, multi-channel customer support and production readiness.
- Engage in continuous learning and apply best practices in service desk, cloud, and remote support operations.
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
- Understanding of ITIL, incident management, and ticketing systems (ServiceNow).
- Familiarity with Windows OS, Microsoft 365, Active Directory, DNS, DHCP, and network troubleshooting.
- Exposure to cloud platforms (AWS, Azure), endpoint security, and remote support tools.
- Strong analytical, troubleshooting, and communication skills.
- Eagerness to learn new technologies and contribute to team success.
- Experience with ServiceNow ITSM, ticket lifecycle management, and escalation workflows.
- Hands-on with MDM, VDI, collaboration tools, and endpoint security.
- Familiarity with cloud access troubleshooting, call center software, and GenAI agent assist.
- Understanding of hardware fundamentals, remote support, and compliance monitoring.
- Interest in AI/ML, automation, and cloud operations for enterprise environments.
- Certifications:
- ITIL Foundation Certification
- Microsoft Certified: Modern Desktop Administrator Associate
- CompTIA A+, Network+, or Security+
- Relevant certifications in cloud, remote support, or service desk operations
- Medical/Dental/Vision/Life Insurance
- Paid holidays plus Paid Time Off
- 401(k) plan and contributions
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
Recommended Jobs
Penetration Tester / Secret
Program Overview About The Role Peraton is currently seeking to hire an experienced Penetration Tester for its Federal Strategic Cyber Group. Location: Chandler, AZ and Washington DC. …
Account Executive, Commercial - (Phoenix, AR)
Who we are Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (I…
Snr. Software Engineer- Scheduler Lead
Join ASM’s software engineering team and help drive the next generation of semiconductor manufacturing control software. As Scheduler Lead, you’ll lead the development of advanced scheduling engines …
ServiceNow Business Analyst
Job Title: ServiceNow Business Analyst Job Type: FTE Location: Chandler, AZ (Hybrid) Key Responsibilities: Requirements Gathering & Analysis: Collaborate with business stakeh…
Automotive Inventory / Fleet Logistics Specialist
At Mark Auto Group , we strive to make every customer a customer for life. Our Arizona dealerships have been proudly serving the Scottsdale areas for many years. Our promise is to keep delivering t…
Server Assistant (PM) - Mesa Centrale | Full Time
Description The Hotel: Connect to the heart of the West and embrace the captivating optimism of the Sonoran Desert at Grand Hyatt Scottsdale Resort. The richly appointed property and sophistic…
Travel Speech Language Pathologist Job in Tucson, AZ - $12,828 per Month (2 Years Experience Needed)
Vetted is seeking a Speech Language Pathologist for a travel job in Tucson, Arizona . Must have 2+ years of experience. This contract pays approximately $12,828/month gross. Assignment de…
KABC Freelance News Photographers
Job Summary: ABC7 Los Angeles is seeking experienced news photographers for Daily hire employment. The candidate will be a self-starter, creative storyteller, and curious journalist. We are lookin…
Pipe Welder
Craft and Technical Solutions is an established Marine and Industrial Staffing Company with offices nationwide. We partner with businesses and jobseekers to place qualified individuals efficiently. …
Sales Executive - Scottsdale, AZ
Are you ready to take your sales career to the next level in a dynamic and rapidly growing environment? Join us at Neon Logistics as a Sales Executive in our Scottsdale Office for 2025! We seek ambit…