Service Desk Analyst Job Vacancy in Universal Technical Institute Phoenix, AZ 85032 – Latest Jobs in Phoenix, AZ 85032

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Full Details :
Company Name : Universal Technical Institute
Location : Phoenix, AZ 85032
Position : Service Desk Analyst

Job Description : Overview:

Under direct supervision, provides customer centric, first contact support of all user requests and incidents, including software, hardware, telephony, and network issues.

Responds to incidents through listening and discussions with users. Handles confidential data and highly regulated information. Typically is able to resolve less complex incidents immediately, while incidents that are more complex are escalated.
Responsibilities:

Remotely 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 Tier 2/3 support teams, when necessary.
Provides end-user support of iPhone and other Smart phones, including activation, and troubleshooting requests.
Accurately tracks and routes problem and request 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, and proprietary systems.
Provides general end user training and documentation.
Other duties as assigned.
Qualifications:

Education / Experience

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

Skills

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

Abilities

Must be able to lift, carry, push, or pull up to 25 pounds throughout the workday
Must be able stoop, kneel, crouch, or crawl 5% or less of the workday
Must be able to talk, see, hear, concentrate, think, learn and reason for all of the workday
Must be able to sit and walk or otherwise move around for prolonged periods throughout the workday.
Must be able to use a keyboard and do manual tasks for prolonged periods throughout the workday.
May require occasional overnight travel.

Work Environment

Flex business hours; overtime (including periodic off-hours and weekend hours) and on-call is required
Work is performed indoors in a climate-controlled environment.

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