Service Desk Analyst

Innova Solutions is immediately hiring for a Service Desk AnalystPosition type: Contract RoleDuration: 4+ Months ContractLocation: 100% Remote (Phoenix, Arizona 85032)EST HoursAs a(n) Service Desk Analyst you will:Our Service Desk Analysts are prepared to provide customer centric, first contact support for all user requests. Individuals will respond to support requests of software, hardware, telephony, and network related issues, and these requests are handled via phone, chat, and web portal tickets. In this role an analyst must identify and resolve issues with urgency. Less complex issues will typically be resolved immediately, while more complex incidents are escalated. Confidential data and highly regulated information is handled daily which requires integrity and accuracy in each interaction.Responsibilities:• Troubleshoots, diagnoses, researches, and resolves technical hardware, software, network, and telephonic issues within established Service Level Agreements.• Assists users with issues/problems from a variety of sources including proprietary and Microsoft Office applications, and Microsoft Operating Systems.• Understands and performs basic troubleshooting of enterprise systems and services. Escalates and partners with IT support teams, when necessary.• Provides end-user support of iPhone and other Smart phones, including activation, and troubleshooting requests.• Accurately tracks and routes incident and service tickets providing thorough documentation of troubleshooting, history, and resolution.• Accurately documents solutions to known/resolved problems through creating and updating Knowledgebase articles and SharePoint team site information.• Creates and maintains user accounts, memberships and rights within Active Directory, PeopleSoft, Azure, and proprietary systems.• Provides general end user training and documentation.• Other duties as assigned.Qualifications:Education / Experience:• High School Diploma/GED required• 1-2 years experience in Service Desk/Tier 1 support required or equivalent experience• A+ Certification preferredSkills:• Verbal and written communication skills• Ability to use good judgment, problem-solving, and decision-making skills• Ability to gain, understand and apply knowledge from technical manuals and SOP's• Ability to maintain confidentiality and professional decorum• Extensive knowledge of Microsoft Office and Microsoft Operating Systems• Basic knowledge of Active Directory, Exchange account management, and Citrix remote user support.• Linear troubleshooting skillsThe ideal candidate will have: Qualified candidates should APPLY NOW for immediate consideration! Please hit APPLY to provide the required information, and we will be back in touch as soon as possible.Thank you!PAY RANGE AND BENEFITS:Pay Range*: $20/hr - $22/hr on W2• Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc.Benefits: Innova Solutions offers benefits( based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).ABOUT INNOVA SOLUTIONS: Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields.Recent Recognitions:• One of Largest IT Consulting Staffing firms in the USA - Recognized as #4 by Staffing Industry Analysts (SIA 2022)• ClearlyRated® Client Diamond Award Winner (2020)• One of the Largest Certified MBE Companies in the NMSDC Network (2022)• Advanced Tier Services partner with AWS and Gold with MSWebsite:Innova Solutions is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at or(770) 493-5588. Please indicate the specifics of the assistance needed. Innova Solutions encourages all interested and qualified candidates to apply for employment opportunities. Innova Solutions (HireGenics/Volt) does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. § 1324b.The company will consider for employment qualified applicants with arrest and conviction records in a manner that complies with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, and other applicable laws.American Cybersystems, Inc is acting as an Employment Agency in relation to this vacancy.