Analyst, Information Technology

Job Title: Desktop Support Technician
Location: Opensity Solutions - Phoenix, Arizona 85034
Work Schedule: Monday – Friday 8:30 AM – 5:30 PM

Job Summary:
We are seeking a motivated Desktop Support Technician to join our IT team. This role is responsible for providing first and second tier technical support, troubleshooting hardware/software issues, managing IT inventory, and ensuring smooth new hire setups. The ideal candidate should have experience with ServiceNow ITSM Incident Management, be detail-oriented, and maintain high standards of customer service while adhering to Service Level Agreements (SLAs).

Key Responsibilities:
Technical Support & Incident Management:

• Provide first-level support for desktops, laptops, and peripheral devices (printers, monitors, docking stations, etc.) for onsite users in regional office.
• Provide second-level escalation support for remote and out of region users.
• Troubleshoot and resolve hardware, software, and network issues in a timely manner.
• Fulfill standard IT requests within fulfillment time matrix.
• Engage with end user directly via instant messaging, email, telephone, portal, virtual chat, remote control tool, or other approved media to intake, diagnose, update, escalate, and resolve technical issues.
• Log, track, and manage tickets using ServiceNow ITSM to ensure timely resolution and proper documentation.
• Create, review, edit and update documentation for internal users and end users.
• Accurately track time and meet utilization goals.
• Escalate complex technical issues to support teams as necessary.
• Work from an intake queue to ensure proper adherence to SLA requirements for response and resolution times.
• Maintain a clean and tidy workspace free from clutter.
• Present according to Opensity business casual dress code (collared shirt or branded Opensity shirt)

New Hire Setups & IT Inventory Management:

• Maintain accurate inventory control of IT assets, ensuring proper tracking and updates.
• Ship, receive, and manage IT equipment logistics, including remote employee device deployment and returns.
• Perform routine hardware audits and ensure compliance with asset management policies.
• Set up and configure new hire workstations, laptops, and user accounts targeting completion 1 week before their start date.
• Attend pre-onboarding calls as required
• Attend new user onboarding sessions for IT orientation. Ensure account access, systems access, hardware function, and troubleshoot in real time as needed.
• Set up and break down any service desk training sessions and rooms as required.

Remote & In-Office Support:

• Provide on-site support Monday through Thursday and optional remote assistance on Fridays as the schedule allows
• Assist remote users with troubleshooting via remote desktop tools and phone support.
• Support employees in resolving connectivity, VPN, and software access issues.

Required Skills & Qualifications:

• 3+ years of experience in a Desktop Support or IT Help Desk in an on-site/in-person role required.
• Basic understanding of Windows, macOS, Office 365, VPN, and remote troubleshooting tools required.
• 2+ years of support for Mac OS (laptops, tablets, mobile devices) required.
• Jamf, Apple Business Manager and Apple remote device support required.
• Experience in inventory control and IT asset management.
• Proficiency in ServiceNow ITSM or similar ticketing system for incident and request management.
• Strong knowledge of SLA adherence and ability to prioritize tasks effectively.
• Excellent communication and customer service skills with a problem-solving mindset.
• A desire to help technical and non-technical users with IT issues.
• Experience communicating within a corporate environment.
• Thinking creatively on how to improve the user experience.
• Ability to lift and move IT equipment as needed.
• Adhere to company dress code (collared or K2 branded shirt).

Preferred Qualifications:

• IT certifications such as CompTIA A+, ITIL Foundation, Microsoft and/or Apple Device Support certifications are a plus.
• Experience working in a corporate IT environment with ticketing system best practices.

What We Offer:

• Opportunities for growth and learning in an IT career path.
• A collaborative and supportive work environment.

Opensity Solutions is an Equal Opportunity Employer.
We are committed to creating an inclusive workplace and consider all qualified applicants for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable federal, state, or local laws. Employment decisions are based on qualifications, merit, and business needs.