• Phoenix, Arizona 85007
• Salary: $40000 - $49000 per year
• Full time Contract

Requisition Id: #10001

The Junior Service Desk Analyst is the first point of contact for end-users experiencing IT issues. This role focuses on logging, diagnosing, and resolving common technical problems while escalating complex issues to senior staff.

Key Responsibilities

• Serve as first line of support for incidents and service requests via phone, email, or ticketing system.

• Log and document detailed case notes in the ITSM/ticketing tool.

• Troubleshoot and resolve common hardware, software, and network connectivity issues.

• Assist with password resets, account unlocks, and user access requests.

• Perform basic setup, imaging, and deployment of desktops/laptops and peripherals.

• Escalate unresolved or complex issues to senior analysts or higher support tiers.

• Maintain excellent customer service and follow up to ensure user satisfaction.

• Contribute to knowledge base by documenting recurring issues and solutions.

Qualifications

• 0–2 years of IT support or customer service experience.

• Associate’s degree in IT, Computer Science, or related field (or equivalent work experience).

• Basic knowledge of Microsoft Windows, Office 365, and common enterprise applications.

• Familiarity with ticketing systems (ServiceNow, Remedy, JIRA, or similar).

• Strong interpersonal and communication skills.

• Ability to multitask in a fast-paced environment.

Preferred

• CompTIA A+ or similar entry-level certification.

• Exposure to Active Directory user management.

• Experience with basic troubleshooting of mobile devices and printers.