Analyst, Information Technology

Job description

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 med...