service desk analyst

Solutions Management Group

<div><p><b>Job Description</b></p><p>
Company History:</p><p>
To put it simply, we are a customer service company that happens to sell office solutions. In 1995, we started as a Xerox agency called Midwest Document Systems Inc. As we started to expand into other solutions beyond Xerox, we wanted to change our name to reflect all the technology solutions we offered. Just a few years later, Solutions Management Group was born.</p><p>
Since our beginning, we have been delivering complete office solutions to our clients backed by the highest quality technology vendors in the industry. We partner with companies such as Ricoh, Xerox, Extron, HP, Dell, Lenovo, DocuWare, Print Audit, and Papercut.</p><p>
While we are a locally owned company headquartered in Davenport, Iowa, we have been recognized as a leader by global organizations. Through organic growth, we now manage print devices in 35 states and offer life cycle management for technology and workflow automation. Our unparalleled office solutions and service are trusted by clients across various industries including healthcare, retail, insurance, financial services, hospitality, government, automotive, manufacturing, agriculture, and education. We help our clients discover the best practices to approach their problems.</p><p>
We believe that each employee contributes to Solutions Management Group&rsquo;s growth and success. We hope you will take pride in being a member of our team.</p><p>
Job Responsibilities</p><p>
The Service Desk Analyst will provide phone, remote &amp; email-based, first-level technical support to staff and faculty for the Iowa Central Community College campus. The Service Desk Analyst requires an aptitude for working with applications/systems to undertake analysis, diagnosis, and resolution of problems, which may range from straightforward to more complicated technical issues.</p><p>
Job Functions</p><ul><li>Provides excellent customer service to all Iowa Central Community College staff and students</li><li>Answers incoming phone calls promptly and pleasantly</li><li>Utilize effective troubleshooting skills, tools, and communication with end users to resolve First Call Resolution issues</li><li>Responds quickly and professionally to requests through the Customer Support Service Desk</li><li>Scheduling Service Request Team through data entry in a team environment</li><li>Maintains confidentiality for students, faculty, and staff profiles</li><li>Establishes and maintains strong working relationships with colleagues, staff, administrators, and the general public</li><li>Displays a positive, friendly, and respectful attitude toward customers and co-workers</li><li>Possesses strong organizational skills and high attention to detail</li><li>Other duties as assigned by management</li></ul><p>
Job Qualifications</p><ul><li>Employee must be able to execute strong customer service skills; 2 years plus of previous customer service experience in a call center environment</li><li>Associate degree or Certificate/Diploma in computer science or a related field</li><li>Strong knowledge of Microsoft-based operating systems and software, with an emphasis on Windows 7, Windows 10, and Office 2016</li></ul><p>
Preferred Education/Experience</p><ul><li>Basic Active Directory Administration experience</li><li>Experience with ITIL methodology</li><li>Experience supporting Higher Education staff and faculty</li><li>Experience supporting end users utilizing Macintosh operating systems</li><li>Experience supporting end users utilizing educational/presentation technology peripherals</li><li>Experience supporting end users utilizing Microsoft SharePoint</li></ul><p>
Benefits</p><ul><li>Health, Dental, and Vision insurance</li><li>Paid premiums for Short Term Disability/Long Term Disability Insurance</li><li>Paid $10,000 Life Insurance policy</li><li>Section 125 Flex Spending Account</li><li>401(K) Retirement Plan</li><li>Vacation Pay</li><li>Paid Time Off</li><li>Holiday Pay</li><li>Employee Assistance Program</li></ul><p>
</p><p><b><i>Solutions Management Group is an Equal Opportunity Employer</i></b></p><br>
#hc77280</div>

Service Desk Analyst

Gainwell Technologies LLC

<div><p>Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You&rsquo;ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You&rsquo;ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities.</p><p></p><div><div><div><h2 class="jobSectionHeader"><b><br>
Summary</b></h2></div><div><p>
As a Service Desk Analyst, you will be a technical leader within the Service Desk team, providing escalated support from ServiceNow tickets and contributing to process improvements. You will utilize your deep technical knowledge and problem-solving skills to diagnose and resolve complex issues related to hardware, software, network connectivity, and other IT systems. You will also play a key role in developing and maintaining knowledge base articles and training materials.
</p></div></div><div><div><h2 class="jobSectionHeader"><b>Your role in our mission</b></h2></div><div><ul><li>
Provide advanced technical support via phone, email, and chat, handling support requests from other Service Desk agents.</li><li>
Lead troubleshooting efforts for complex technical problems.</li><li>
Participate in an afterhours and weekend On Call rotation.</li><li>
Log and track all support requests in our ticketing system, ensuring accurate and detailed documentation.</li><li>
Develop and maintain knowledge base articles, FAQs, and other documentation.</li><li>
Identify and escalate recurring issues to appropriate teams.</li><li>
Contribute to the development and implementation of service desk best practices and procedures.</li><li>
Proactively monitor system performance and identify potential problems.</li><li>
Participate in project work related to IT service improvements.</li><li>
Communicate effectively with users at all levels, providing clear and concise explanations of technical issues and solutions.</li><li>
Maintain a positive and professional demeanor at all times.</li><li>
Participate in team meetings and training sessions.</li></ul></div></div><div><div><h2 class="jobSectionHeader"><b>
What we're looking for</b></h2></div><div><ul><li>
Associate's or Bachelor's degree in IT or a related field preferred.</li><li>
3+ years of experience in a technical support role, preferably in a service desk environment.</li><li>
Experience with ticketing systems (e.g., ServiceNow).</li><li>
Understanding of computer hardware, software, networking concepts, and operating systems (Windows, Linux, Active Directory).</li><li>
Extensive experience troubleshooting complex technical problems.</li><li>
Strong leadership and mentoring skills.</li><li>
Excellent communication skills, both written and verbal.</li><li>
Ability to work independently and as part of a team.</li><li>
Strong organizational skills and attention to detail.</li></ul></div></div><div><div><h2 class="jobSectionHeader"><b>
What you should expect in this role</b></h2></div><div><ul><li>
Remote position (US only)</li><li>
Opportunities to travel through your work (0-10%)</li><li>
Video cameras must be used during all interviews, as well as during the initial week of orientation</li><li>
The deadline to submit applications for this posting is 4/30/2026</li></ul></div></div></div><p></p><p><br>
The pay range for this position is $41,100.00 - $58,700.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You&rsquo;ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.</p><p></p><p><br>
We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You&rsquo;ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.</p><p></p><p><i><br>
Gainwell Technologies </i><i>is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. </i><i>Gainwell Technologies defines &ldquo;wages&rdquo; and &ldquo;wage rates&rdquo; to include &ldquo;all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.</i></p></div>

West Marine

<div><p>The Service Desk / Order Management Analyst is a key member of West Marine&rsquo;s IT Support team, delivering frontline technical support across retail stores, distribution centers, and corporate offices nationwide. This role blends technical troubleshooting, order management expertise, and customer service excellence to keep our operations running smoothly.</p>
<p>
The Analyst supports point-of-sale (POS) systems, desktops, laptops, mobile devices, and enterprise applications &mdash; while also managing complex order workflows. Support is delivered via phone, chat, and ticketing systems. This role also contributes to documentation, knowledge-sharing, and system testing to continuously strengthen IT service delivery.</p>
<p><b>
Responsibilities:</b></p>
<ul>
<li>Provide timely, effective technical support to store, distribution center, and corporate users via phone, chat, and ticketing tools</li>
<li>Deliver both remote phone-based support and hands-on onsite end user support, ensuring issues are resolved efficiently regardless of location or complexity</li>
<li>Troubleshoot and resolve hardware, software, networking, and POS issues; escalate to Tier 2/3 teams when appropriate</li>
<li>Investigate and resolve complex order-related issues including payment discrepancies, shipping delays, fraud holds, and routing exceptions</li>
<li>Monitor system environments proactively to identify and address performance or availability concerns before they impact users</li>
<li>Collaborate cross-functionally with Customer Service, Account Management, Special Orders, and Store Operations to resolve system and order issues</li>
<li>Perform user account administration in Microsoft Active Directory and related identity management platforms</li>
<li>Maintain and manage system images for POS and end-user devices</li>
<li>Develop and maintain Standard Operating Procedures (SOPs) and Knowledge Base articles to ensure consistent, high-quality service delivery</li>
<li>Install, configure, and support Microsoft 365 and related productivity applications</li>
<li>Maintain accurate documentation for support tasks, system changes, and assigned projects.</li>
</ul>
<p><b>Minimum Requirements:</b></p>
<ul>
<li>High school diploma or equivalent</li>
<li>6+ months of hands-on experience in technical support and hardware maintenance</li>
<li>6+ months supporting Windows, Linux, and/or macOS environments</li>
<li>Experience with Microsoft Azure Active Directory (Entra ID)</li>
<li>Proficiency with Salesforce, including case management and order workflow tracking</li>
<li>Familiarity with point-of-sale systems and basic network monitoring</li>
<li>Strong working knowledge of Microsoft 365 applications</li>
<li>Proficiency with remote desktop utilities (RDP, TeamViewer, or similar)</li>
<li>Excellent written and verbal communication skills with strong attention to detail</li>
<li>Proven customer service and problem-solving abilities</li>
<li>Highly organized, self-motivated, and effective both independently and in a team environment</li>
<li>Eagerness to learn new systems and technologies quickly</li>
</ul>
<p><b>Preferred Qualifications</b></p>
<ul>
<li>Associate&rsquo;s degree, bachelor&rsquo;s degree, or vocational certification in IT or a related field</li>
<li>Working knowledge of DNS, DHCP, and core networking protocols</li>
<li>Experience with endpoint management tools</li>
<li>Industry certifications such as CompTIA A+, Network+, MTA, or ACSP</li>
</ul>
<p>West Marine offers a wide range of benefits, which include medical/dental/vision, various voluntary benefits, 401k, and paid time off. To view eligibility and additional information on these benefits, along with starting pay ranges for select states, please visit our benefits page at www.embbenefits.com/wm-home/.</p>
<p>
Join us at West Marine and help us provide the best boating experience for our customers!</p></div>

Solve IT Solutions, LLC

<p>Service Desk Analyst II</p><p>Managed Service Provider (MSP) - Service Desk Support and Ticket Escalations</p><p><b>Company Overview</b></p><p>Solve IT Solutions, LLC is a growing Managed Services Provider that specializes in all aspects of business technology with an emphasis on solutions and building client relationships. We value hard work, listening to and understanding our clients&rsquo; needs, and going the extra mile to make sure that problems are solved or prevented. We are a community-oriented company that fosters a strong work ethic, values family, is active in our community, and treats our clients and employees with the respect they deserve.</p><p><b>Position Summary</b></p><p>We are seeking a highly skilled and experienced Service Desk Analyst II to join our dynamic team. This role is pivotal in ensuring the efficient operation of our Service Desk support and managing ticket escalation. The ideal candidate will possess a deep technical understanding, exceptional problem-solving abilities, and a strong commitment to customer service.</p><p><b>Responsibilities</b></p><ul><li>The Service Desk Analyst II provides L2 support to all incoming incidents, requests, and alerts generated from calls and emails to the Service Desk</li><li>Analysts will record information relayed from the client and the troubleshooting steps performed along with their corresponding results accurately in the PSA/ticketing system</li><li>Assist with complex technical issues escalated from L1 support, ensuring timely and effective resolution</li><li>The Service Desk Analyst assigns, prioritizes, and resolves incidents and requests in an efficient and concise manner</li><li>The analyst will maintain a high first-call resolution rate while meeting or exceeding performance metrics for utilization, SLA compliance, escalation rate and client satisfaction (CSAT)</li><li>Manage personal queue of open tickets and continually follow up to ensure timely incident resolution and customer satisfaction</li><li>Proactively identify and take steps to resolve or eliminate recurring incident types</li><li>Participate in process improvement and knowledge documentation activity to positively impact customer satisfaction and increase operating effectiveness and efficiency</li><li>Respond to incoming call and e-mail queues promptly and document incidents accurately into the PSA/ticketing system</li><li>Monitor tickets generated in the PSA for critical problems; perform second-level troubleshooting to diagnose issues and escalate to the correct resource when appropriate</li><li>Monitor and enforce system security guidelines for all clients</li><li>Create user accounts and access rights for clients</li><li>Administer, configure, and maintain Microsoft Windows Server environments, ensuring optimal performance, security and reliability</li><li>Collaborate with IT team members to monitor, manage and troubleshoot M365 services including Azure, Entra ID, Exchange online, OneDrive and SharePoint</li><li>Provide exceptional customer service to all clients</li><li>Proactively support and maintain effective user relationships by educating clients on system operations and applications</li><li>Utilize all existing knowledge bases to research, resolve, and respond to incidents and requests received via phone and e-mail in a timely manner, in accordance with service level agreements</li><li>Provide accurate troubleshooting and creative solutions to user problems of basic to moderately complex nature to ensure client productivity</li><li>Manage the incident resolution process for all open incidents by following up with assigned support personnel and/or the affected user to ensure timely incident resolution and customer satisfaction</li><li>Acquire and maintain current knowledge of relevant software, hardware, systems, and support policies to provide technically accurate solutions to clients</li><li>Administer Microsoft based systems as a shared responsibility, Active Directory, GPOs, DNS, NFS, and related enterprise management systems</li><li>Work with a variety of proprietary client applications for implementation and perform upgrades as required</li><li>Work with application support teams for full resolution of any issues when necessary</li><li>Assist in the development of internal documentation and procedures related to specific client environments</li><li>Participate in duties as assigned such as application support, patch management, client support activities, etc.</li><li>Position is typically Monday through Friday, 8am to 5pm (EST)</li><li>Work time must be flexible for occasional outside normal business hours work based on client demand or need</li><li>Participation in an on-call schedule that is estimated to be one week on, five - six weeks off (on average)</li><li>Position is typically remote-based support with possible limited travel to/from client locations</li><li>Excellent troubleshooting capabilities</li></ul><p><b>Qualifications</b></p><ul><li>Proficient with wide range of technologies (Microsoft, Mac, VMWare, Hyper-V, etc.)</li><li>Working knowledge of PC's, operating systems, applications, networks, and hardware concepts</li><li>Understanding of cybersecurity best practices and tools to protect client data and IT environments</li><li>Customer service focused</li><li>Understanding of IT processes and procedures concepts</li><li>Monitoring of server performance and troubleshoot problem areas as needed</li><li>Basic understanding of M365 environments including, Azure, Entra ID and others</li><li>Strong analytical and critical thinking abilities, with a track record of effectively resolving challenging technical issues</li><li>Excellent verbal and written communication skills, with the ability to communicate with both end users and client IT/management (professional writing, clear timelines, and setting expectations)</li><li>Ability to work within an on-call rotation during nights and weekends</li><li>Highly self-motivated and directed with attention to detail</li><li>Ability to work both independently and in a collaborative team environment, fostering positive relationships with colleagues and clients</li><li>Ability to grow and learn new technologies</li><li>Minimum of 5 years of experience in IT support, with at least 2 years in a senior or escalated support role *MSP experience strongly preferred*</li><li>5+ years of experience with using PSA/RMM for troubleshooting and service desk support</li><li>Bachelor&rsquo;s degree in Information Technology, Computer Science, or a related field, or equivalent work experience</li><li>Minimum of High School Diploma Required</li><li>Relevant industry certifications such as CompTIA A+, Network+, Security+, Microsoft Certified: Azure Fundamentals, or other Microsoft certification is highly desirable</li><li>Willingness to learn, maintain, and sustain current and new technology related certifications and trainings, as offered or required</li></ul><p>Pay: $29.00 - $31.25 per hour</p><p>Benefits:</p><ul><li>401(k)</li><li>401(k) matching</li><li>Dental insurance</li><li>Flexible spending account</li><li>Health insurance</li><li>Life insurance</li><li>Paid time off</li><li>Referral program</li><li>Vision insurance</li></ul><p>Education:</p><ul><li>High school or equivalent (Required)</li></ul><p>Experience:</p><ul><li>IT support: 5 years (Required)</li><li>MSP: 2 years (Preferred)</li></ul><p>License/Certification:</p><ul><li>PA Driver's License (Preferred)</li></ul><p>Work Location: In person</p>

Service Desk Analyst II

Ovation Healthcare

<div><p><b>Welcome to Ovation Healthcare!</b></p><p>
At Ovation Healthcare, we&rsquo;ve been making local healthcare better for more than 40 years. Our mission is to strengthen independent community healthcare. We provide independent hospitals and health systems with the support, guidance and tech-enabled shared services needed to remain strong and viable. With a strong sense of purpose and commitment to operating excellence, we help rural healthcare providers fulfill their missions.</p><p></p><p>
The Ovation Healthcare difference is the extraordinary combination of operations experience and consulting guidance that fulfills our mission of creating a sustainable future for healthcare organizations. Ovation Healthcare&rsquo;s vision is to be a dynamic, integrated professional services company delivering innovative and executable solutions through experience and thought leadership, while valuing trust, respect, and customer focused behavior.</p><p></p><p>
We&rsquo;re looking for talented, motivated professionals with a desire to help independent hospitals thrive. Working with Ovation Healthcare, you will have the opportunity to collaborate with highly skilled subject matter specialists and operations executives, in a collegial atmosphere of professionalism and teamwork.</p><p></p><p>
Ovation Healthcare&rsquo;s corporate headquarters is located in Brentwood, TN. For more information, visit www.ovationhc.com.</p><p></p><p><b>
General summary:</b></p><p>
The Service Desk Analyst II responds to phone, email, and chat requests for support related to hardware or software issues. This position assists less experienced specialists with complex or escalated issues. Working under moderate supervision, the role ensures service level standards are met and quality responses are provided in a timely manner.</p><p>
The Service Desk Analyst II provides troubleshooting support, recommends methods to resolve and prevent issues, and escalates complex problems to the appropriate teams. Additional responsibilities include installing or upgrading software, setting up user profiles, resetting passwords, and documenting incidents using help desk systems. The role also involves reading technical manuals and performing diagnostics to resolve problems. Other duties may be assigned as needed.</p><p></p><p><b>
Duties and Responsibilities:</b></p><ul><li><p>
Respond to support requests via phone, email, and chat related to hardware and software issues, providing timely and effective assistance to end users.</p></li><li><p>
Assist and mentor less experienced Service Desk Specialists by guiding them through complex or escalated technical issues.</p></li><li><p>
Troubleshoot and diagnose technical problems, recommending solutions and preventive measures to minimize recurring issues.</p></li><li><p>
Escalate advanced or unresolved problems to appropriate higher-level technical teams following established escalation procedures.</p></li><li><p>
Perform software installations, upgrades, user profile setups, password resets, and other routine support tasks.</p></li><li><p>
Document all incidents, service requests, and resolutions thoroughly and accurately in the help desk system.</p></li><li><p>
Review technical manuals and use diagnostic tools to identify and resolve hardware and software problems.</p></li><li><p>
Ensure compliance with service level agreements (SLAs) and maintain high standards of customer service quality.</p></li><li><p>
Collaborate with team members and other IT departments to facilitate issue resolution and knowledge sharing.</p></li><li><p>
Participate in ongoing training to enhance technical knowledge and troubleshooting skills.</p></li><li><p>
Perform other duties as assigned to support the effectiveness of the service desk and IT support operations.</p></li></ul><p></p><p><b>
EDUCATION</b>:</p><ul><li><p>
High School Diploma</p></li></ul><p></p><p><b>
WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:
</b></p><ul><li><p>Reliable high-speed internet connection is required for all remote/hybrid positions.</p></li><li><p>
Must have access to stable Wi-Fi with sufficient bandwidth to support video conferencing, cloud-based tools, and other online work-related activities.</p></li><li><p>
A HIPAA-compliant work environment is required, including a secure workspace free from unauthorized access or interruptions, no use of public Wi-Fi unless connected through a secure company-provided VPN, and compliance with all applicable HIPAA privacy and security regulations.</p></li></ul></div><p></p>

Allegiant Air

<div><div><div>Summary</div>
<div>The primary responsibilities of the NOC Tech I are: Be the primary point of contact for all IT incidents and service requests and proactively monitor and escalate application, network and system incidents to ensure maximum availability and performance.</div>
<div>This role will involve performing these tasks using various tools, ITSM software and monitoring systems. The NOC Tech I also serves as a coordination point for communication between internal and external customers and operations teams. This candidate will also help with documenting outage events and root cause analysis of recurring incidents and raising escalations internally and externally as necessary. The ideal candidate must have strong communication skills and an aptitude to spot long-term trends in an enterprise environment. A NOC Tech I must be a self-starter, have great attention to detail, and work with multiple tasks easily.</div>
<div></div>
<div>Visa Sponsorship Available:</div>
<div>No</div>
<div></div>
<div>Minimum Requirements</div>
<div>Combination of Education and Experience will be considered. Must be authorized to work in the US as defined by the Immigration Act of 1986. Must pass a Criminal Background Check.</div>
<div>Education: High School Diploma/GED-</div>
<div>Years of Experience: Minimum two (2) years of experience in the information technology field.</div>
<div></div>
<ul><li>Previous Service Desk experience within an ITIL environment.</li></ul>
<ul><li>Candidates must possess the ability to multitask, problem solve, think clearly and respond in a fast-paced enterprise environment without losing composure.</li></ul>
<ul><li>Must be reliable and dependable, self-motivated and willing to learn .</li></ul>
<ul><li>Possess ability to work independently and with minimal supervision.</li></ul>
<ul><li>Effectively communicate with other departments to manage any escalating issues in a timely manner.</li></ul>
<ul><li>Ability to read and comprehend technical literature.</li></ul>
<ul><li>Must use active listening, empathy, critical thinking and have a positive attitude.</li></ul>
<ul><li>Strong analytical skills and the ability to work effectively on your own and in a team environment.</li></ul>
<ul><li>Experience of using appropriate IT technology, methods, principles and equipment such as:</li></ul>
<div>Windows and MAC OS.</div>
<div>Basic Networking knowledge.</div>
<div>Active Directory.</div>
<ul><li>Possess knowledge of network resources and components, software monitoring tools, hardware, and the video, Internet, and telephone infrastructure.</li></ul>
<ul><li>Ability to identify when to escalate an advanced issues based on priority matrix.</li></ul>
<div></div>
<div>Preferred Requirements</div>
<ul><li>Industry related certifications.</li></ul>
<ul><li>College coursework in Computer Science, Computer Engineering, or Information Systems related program, or equivalent experience.</li></ul>
<div></div>
<div>Job Duties</div>
<ul><li>Engage in proactive and reactive monitoring of Allegiant&rsquo;s enterprise infrastructure utilizing multiple network monitoring tools.</li></ul>
<ul><li>Document and actively coordinate resolution of outages and incidents; assist in troubleshooting and pinpointing service outage components.</li></ul>
<ul><li>Document any priority issues for reference in the future.</li></ul>
<ul><li>Communicate regularly with other IT teams working on various issues and projects.</li></ul>
<ul><li>Coordinate efforts with third parties and vendors to resolve problems and issues as they arise.</li></ul>
<ul><li>Provide timely, comprehensive support to customers; achieve efficient resolution to outstanding problems or issues.</li></ul>
<ul><li>Apply knowledge of network resources and components, software monitoring tools, hardware, and the video, Internet, and telephone infrastructure.</li></ul>
<ul><li>Update process documentation and internal knowledge base to ensure all procedures are known and current.</li></ul>
<ul><li>Log all relevant incident/service request details, allocating categorization and prioritization codes.</li></ul>
<ul><li>Ensure that open support requests are updated in a timely manner keeping users informed of progress.</li></ul>
<ul><li>Identify when to escalate an advanced issues based on priority matrix.</li></ul>
<ul><li>Review flight delays to ensure they are being challenged or investigated appropriately.</li></ul>
<ul><li>Establish and maintain a constructive relationship between the service provider and the customer based on understanding the customer and their business drivers.</li></ul>
<ul><li>Identify changes to the customer environment and technology trends that could potentially impact the type, level or utilization of services provided.</li></ul>
<ul><li>Provide first line support and triage.</li></ul>
<ul><li>Ensure the current and future service level requirements of customers are identified, understood and documented in SLA and service level requirements documents.</li></ul>
<ul><li>Measure, record, analyze and improve customer satisfaction.</li></ul>
<ul><li>Other duties as required by IT Service Desk Operations.</li></ul>
<div></div>
<div>Physical Requirements</div>
<div>The Physical Demands and Work Environment described here are a representative of those that must be met by a Team Member to successfully perform the essential functions of the role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.</div>
<div></div>
<div>Office - While performing the duties of this job, the Team Member is regularly required to stand, sit, talk, hear, see, reach, stoop, kneel, and use hands and fingers to operate a computer, key board, printer, and phone. May be required to lift, push, pull, or carry up to 20 lbs. May be required to work various shifts/days in a 24-hour situation. Regular attendance is a requirement of the role. Exposure to moderate noise (i.e. business office with computers, phones, printers, and foot traffic), temperature and light fluctuations. Ability to work in a confined area as well as the ability to sit at a computer terminal for an extended period of time. Some travel may be a requirement of the role.</div>
<div></div>
<div>Essential Services Provider</div>
<div>Allegiant as a national air carrier is deemed an essential service provider during declared national and state emergencies. Team Members will be required to report to their assigned trip or work location during national and state emergencies unless prohibited by local, state or federal order.</div><br>
<div></div>
<div>
<p>EEO Statement<br>
We welcome all individuals from varied backgrounds and experiences to apply. Our company values the unique perspectives and talents that each person brings to our team.</p>
<p>
Equal Opportunity Employer: Disability/Veteran<br>
For more information, see https://allegiantair.jobs</p>
</div></div>
<div><div>$47,400 - $59,500 a year</div></div>
<div><div>Full Time Benefits:</div><div>
Profit Sharing</div><div>
Medical/Dental/Vision/Life/ Disability Insurance</div><div>
Medical Travel Reimbursement</div><div>
Legal, Identity and Pet Insurance</div><div>
401K with an employer match</div><div>
Employee Stock Purchase Plan</div><div>
Employee Assistance Program</div><div>
Tuition Reimbursement</div><div>
Flight Benefits</div><div>
Paid vacation, holidays, and sick time</div><div>
</div><div>
Part Time Benefits:</div><div>
Profit Sharing</div><div>
Medical Travel Reimbursement</div><div>
Legal, Identity and Pet Insurance</div><div>
401K with an employer match</div><div>
Employee Stock Purchase Plan</div><div>
Employee Assistance Program</div><div>
Tuition Reimbursement</div><div>
Flight Benefits</div><div>
Sick time</div></div>
<div><div>We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.</div></div></div>

TEKsystems

<div>
 Job Description
 <br/>
 <br/>
 <ul>
  <li>
   Mid Level: Skills equiv. to 3-5 years in comparable IT position.
  </li>
  <li>
   Responsible for helpdesk and/or remote desktop support for end user systems.
  </li>
  <li>
   Experience with 1st and/or 2nd level support. Strong customer service skills, strong people and interpersonal skills. Must have strong verbal and written communication skills.
   <br/>
   <br/>
   <br/>
  </li>
 </ul>
 Responsibilities
 <br/>
 <br/>
 <ul>
  <li>
   Diagnose and troubleshoots end user desktop application issues and provides appropriate solution.
  </li>
  <li>
   Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction
  </li>
  <li>
   Provides incident status updates to management and end-users per service level guidelines
  </li>
  <li>
   Support and maintain effective relationships with users Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support
  </li>
  <li>
   Provide support for PCs, laptops, printers, cell phones, and tablets etc.
  </li>
  <li>
   Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)
  </li>
  <li>
   Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
  </li>
  <li>
   Communicates with customers at all levels of technical and non-technical skills sets Follow all standard operating procedures (SOP) through the effective use of Knowledge management
  </li>
  <li>
   Required Experience: 2+ years of experience working in a service desk or customer service environment Minimum 1 year technical support experience Minimum 1 year chat support experience Experience using ITSM platforms (SmartIT / Remedy, ServiceNow, Cherwell) and remote support tools (SCCM, Software Center, Client Center Configuration Manager) Ability to type at least 40 words per minute Ability to multitask effectively and handle 2-3 concurrent chat sessions at a time Working knowledge of PC technical support, systems administration, networking, Windows and Mac OS Bachelor&rsquo;s or Associates degree in Information
   <br/>
   <br/>
   <br/>
  </li>
 </ul>
 Training: Candidate will go through a 2 week training period once they are brought onboard
 <br/>
 <br/>
 Skills
 <br/>
 <br/>
 Help desk, Windows 10, Active directory, remedy, Windows, Technical support, Troubleshooting, Support
 <br/>
 <br/>
 Top Skills Details
 <br/>
 <br/>
 Help desk, Windows 10,Active directory, remedy, Windows, Technical support, Troubleshooting, Support
 <br/>
 <br/>
 Additional Skills &amp; Qualifications
 <br/>
 <br/>
 <ul>
  <li>
   Ideal candidates will have experience supporting mobile devices to include iPhones and iPads, and if they have worked with MobileIron that would be a plus
  </li>
  <li>
   This team does zero face to face interaction with users and they will not be supporting hardware
  </li>
  <li>
   Currently agents take around 30-40 calls and chats a day
  </li>
  <li>
   Candidates need to be good with working with a Knowledge Base to be able to lookup issues to help them in resolving the issues with users.
  </li>
  <li>
   Candidate must have experience in resolving issues via phone and chat; need resources that can multi-task and do 2 chats at once if needed.
  </li>
  <li>
   Candidate must be able to receive constructive feedback
  </li>
  <li>
   Performance Reviews: Candidate will receive monthly reviews on their performance so they know where they stand
  </li>
  <li>
   Candidate must have experience with working with ticketing systems (ex. Remedy or Smart IT) , SCCM, Active Directory, Remote Tools, and MS Office
  </li>
  <li>
   Manager indicated that he has had some success in the past with resources that have worked at Best Buy (Geek Squad).
   <br/>
   <br/>
   <br/>
  </li>
 </ul>
 Education/Experience:  Working knowledge of PC technical support, systems administration, networking, Windows and Mac OS Bachelor&rsquo;s or Associates degree in Information
 <br/>
 <br/>
 Note
 <br/>
 <br/>
 <ul>
  <li>
   It is very important that potential candidates are aware that they will have to take a lifetime background as the client has them to complete fingerprint testing, as well as they will have to clear our background.
  </li>
  <li>
   This is very important, as the manager indicated that has been an area of frustration in the past.
   <br/>
   <br/>
   <br/>
  </li>
 </ul>
 Job Type &amp; Location
 <br/>
 <br/>
 This is a Contract position based out of Phoenix, AZ.
 <br/>
 <br/>
 Pay And Benefits
 <br/>
 <br/>
 The pay range for this position is $18.00 - $25.00/hr.
 <br/>
 <br/>
 Requirements
 <br/>
 <br/>
 Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
 <br/>
 <br/>
 <ul>
  <li>
   Medical, dental &amp; vision
  </li>
  <li>
   Critical Illness, Accident, and Hospital
  </li>
  <li>
   401(k) Retirement Plan &ndash; Pre-tax and Roth post-tax contributions available
  </li>
  <li>
   Life Insurance (Voluntary Life &amp; AD&amp;D for the employee and dependents)
  </li>
  <li>
   Short and long-term disability
  </li>
  <li>
   Health Spending Account (HSA)
  </li>
  <li>
   Transportation benefits
  </li>
  <li>
   Employee Assistance Program
  </li>
  <li>
   Time Off/Leave (PTO, Vacation or Sick Leave)
   <br/>
   <br/>
   <br/>
  </li>
 </ul>
 Workplace Type
 <br/>
 <br/>
 This is a hybrid position in Phoenix,AZ.
 <br/>
 <br/>
 Application Deadline
 <br/>
 <br/>
 This position is anticipated to close on Apr 24, 2026.
 <br/>
 <br/>
 h4&gt;About TEKsystems:
 <br/>
 <br/>
 We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
 <br/>
 <br/>
 The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
 <br/>
 <br/>
 About TEKsystems And TEKsystems Global Services
 <br/>
 <br/>
 We&rsquo;re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We&rsquo;re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We&rsquo;re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We&rsquo;re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
 <br/>
 <br/>
 The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
</div>


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