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IT Operations Help Desk

  • Location: Tempe, Maricopa, Arizona, 85281
  • Job Type:Contract

Posted 25 days ago

Seeking an IT Operations Help Desk Analyst for a contract opportunity in Phoenix, Arizona! 

Responsibilities

  • Provides resolution to problems that can be solved over the phone, and when necessary, refers more complex problems to a qualified support technician
  • Provides first level support to end users for PC hardware and Network (Windows7/Windows 10 environments) and Mainframe (UNIX/IBM) environments
  • Conducts problem determination for the Technology areas, including Voice, WAN, LAN, PC, Laptop, Printer, Password Resets, Dot Matrix printers, etc.
  • May interact with internal and external support teams and third party vendors to identify and correct core problems
  • Simulates or recreates user problems to resolve operating difficulties
  • Maintains daily awareness of outages and issues system wide
  • Escalates incidents to escalation teams to ensure customer resolution
  • Provides timely communication (oral or written) to the Level 2 support or other management personnel, as needed
  • Promptly consults Level 2 support or other management personnel regarding quality issues to determine acceptability or course of action
  • Works overtime as necessary and when approved
  • Maintains confidentiality regarding employee, company, and customer information
  • Demonstrates commitment to and compliance with all company and departmental policies, procedures and practices
  • Shift work required/24x7 IT coverage environment

Minimum Qualifications

  • Technical degree and/or equivalent experience
  • 2 years Help Desk and/or customer service experience
  • 2 years troubleshooting experience with service desk environments
  • Knowledge and/or experience with internal server/mainframe applications such as: Sabre, QIK, IBM/TSO/TPX, and SCEPTRE

Preferred Qualifications

  • Apple certification (Apple Genius)
  • A+ Certification

Skills, Licenses & Certifications

  • Strong interpersonal, written and verbal communication skills
  • Ability to multi-task in a stressful environment
  • Strong problem-solving and analytical skills

Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer and provides reasonable accommodations for qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual with a disability, you may request a reasonable accommodation under the American Disability Act (ADA) by emailing MATRIX_HR@MatrixRes.com. To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.