Technical Service Desk Analyst I Job at Apex Systems (Phoenix)

Technical Service Desk Analyst I

Apex Systems

Location:
United States , Phoenix

Category:
IT - Administration

Contract Type:
Not provided

Salary:

23.00 - 25.00 USD / Hour

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Job Description:

We are seeking a skilled and reliable Service Desk Analyst to augment our existing team. This role requires strong technical troubleshooting abilities, excellent customer service skills, and the capacity to integrate into our established processes. The primary focus is to ensure customer satisfaction for all IT activities by resolving end-user issues efficiently and effectively.

Job Responsibility:

Provide Level 1 and Level 2 technical support for hardware, software, and operating systems including Windows, macOS, and mobile devices
Troubleshoot technical issues such as password resets, application support, network connectivity (VPN, wired/wireless), hardware diagnostics, and printer support
Utilize remote support tools and ticketing systems (e.g., ServiceNow, Jira) to manage and document incidents
Explain technical concepts clearly to non-technical users, maintaining a professional and empathetic demeanor
Follow established guidelines, procedures, and escalation protocols to resolve issues
Maintain knowledge of standard work routines and IT infrastructure to support business and healthcare requirements
Work independently and as part of a team in a fast-paced, multi-tasked environment

Requirements:

A high school diploma/GED or equivalent working knowledge in a similar role is required
Proven experience in providing hands-on phone IT support is required, including Level 1 and Level 2 technical assistance
Proficiency with Microsoft Office 365 applications
Knowledge in the use and operation of a wide range of desktop and mobile devices
Familiarity with remote support tools and ticketing systems
Understanding of ITIL best practices for incident management
Strong troubleshooting skills for hardware, software, and network connectivity issues
Exceptional communication skills, both written and verbal, with strong active listening abilities
Ability to quickly learn and adapt to new technologies and processes
Strong problem-solving, time management, and organizational skills
A commitment to providing a positive support experience, with an emphasis on empathy and customer service

Nice to have:

Experience supporting clinical applications and workflows in a healthcare environment
Understanding of HIPAA regulations and the sensitive nature of healthcare data
Familiarity with healthcare IT infrastructure and common industry technologies
Additional related education and/or experience

What we offer:

medical
dental
vision
life
disability
other insurance plans
ESPP (employee stock purchase program)
401K program with company match after 12 months
HSA (Health Savings Account on the HDHP plan)
SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions
corporate discount savings program
on-demand training program
access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure
certification discounts and other perks to associations that include CompTIA and IIBA
dedicated customer service team for our Consultants
certified Career Coach

Additional Information:

Job Posted:
May 11, 2026

Employment Type:

Fulltime

Work Type:

Remote work

Apex Systems - All Job Offers

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