PDS · 16 hours ago
Service Desk Analyst
Phoenix, AZ
Contract
Onsite
New Grad, Entry Level
$18/hr - $21/hrPDS is seeking a Technical Service Desk Analyst to provide first-line support for enterprise-wide IT services. The role involves delivering remote technical assistance, documenting and resolving technical issues, and contributing to process improvements through effective communication and troubleshooting.
ComputerInformation TechnologySoftwareStaffing Agency
Responsibilities
Provides first-contact technical support via phone, chat, and ticketing systems, ensuring timely and accurate resolution of IT issues related to user accounts, hardware/software, connectivity, and business applications
Utilizes remote desktop tools to investigate and resolve technical problems without requiring onsite intervention, reducing downtime and improving response time
Guides users through troubleshooting steps, installations, or workarounds while maintaining a clear, supportive, and professional communication style. Documents each support interaction thoroughly in the ITSM system
Coordinates escalations to appropriate teams by collecting logs, screenshots, and issue context to streamline handoff and avoid rework. Flags recurring issues for review by senior technical teams
Monitors high-volume ticket queues and proactively follows up on aging or high-impact incidents to ensure closure within SLA timelines
Maintains up-to-date knowledge of enterprise technology platforms, security policies, and support procedures. Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards. Provides all customers with an excellent service experience by consistently demonstrating our core and leader behaviors each and every day
Qualification
Required
High school diploma/GED or equivalent working knowledge in a similar role is required
Must have knowledge in the use and operation of a wide range of desktop, mobile devices and network connectivity
Knowledge of Microsoft Office O365 applications is required
Ability to troubleshoot complex issues and interact with various levels of customer and support groups
Requires communication and presentation and organizational skills to engage technical and non-technical audiences
Requires ability to communicate and interact across all services and at various levels
Requires exceptional communication, both written and verbal
Working variable shifts and hours and carrying/responding to a pager may be required
Preferred
Knowledge of Information Technology in a fast-paced environment is preferred
Additional related education and/or experience preferred
Company
PDS
PDS is one of the leading Aerospace, Information Technology (IT) & Engineering consulting firms in the Western United States.
Founded in 1987
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Thomas Sweetman
President & Chief Executive Officer
Company data provided by crunchbase