IT Analyst

Position: IT Analyst

Reports to:
Director, Infrastructure

Department:
Infrastructure

Location:
Phoenix, AZ

Position Type:
In Person

Classification:
Full-Time;
Exempt (Salary)

Summary / Job Objective:

The IT Analyst provides rapid, first-contact resolution for technical requests received via phone and email. In this role, you will diagnose hardware and software issues, elevate complex cases when necessary, and proactively identify trends to eliminate recurring problems. Responsibilities include configuring desktops and laptops, testing applications, and contributing to our internal knowledge base to improve team efficiency.

Primary Responsibilities:

• Technical Support: Perform on-site and remote diagnosis and resolution of hardware/software problems for end users.
• Network & Systems: Execute scheduled maintenance, repairs, and new installations of network equipment. Troubleshoot Windows and MacOS clients and servers.
• Security: Monitor security protocols, Audit security measures in the environment, document issues and solutions as required for SOC2 and industry compliance.
• Data & Inventory: Maintain fixed asset inventory records and ensure system uptime for information architectures.
• Proactive Strategy: Recommend hardware and software technologies that assist the business and propose alternative methods for information processing.
• Training & Documentation: Train staff on IT hardware and software infrastructure. Document technical processes, procedures, and results.
• Vendor Relations: Serve as a point of contact for IT vendors and service providers regarding hardware, licensing, and connectivity.
• AI Leverage: Utilize AI tools to accelerate technical troubleshooting, automate routine scripting, and streamline documentation creation.
• Additional tasks as assigned.

Qualifications:

• 2+ years of direct IT / Help Desk experience.
• Familiarity with Active Directory, Ubiquiti networking equipment, Google Workspace. Ability to install, configure, and troubleshoot Windows and MacOS clients.
• Proficiency in utilizing AI productivity tools to enhance troubleshooting and improve efficiency.
• Associate’s Degree or higher preferred.
• Ability to lift up to 50lbs for equipment setup; must have a valid driver’s license and good driving record to support remote locations.

Core Competencies:

• Communication: Translates complex technical information into actionable business language, both verbally and in writing.
• Agility: Prioritizes and multitasks in fast-paced settings, adjusting quickly to shifting priorities and evolving technologies.
• Initiative: An entrepreneurial self-starter who operates independently to exceed goals.
• Discretion: Proven ability to handle sensitive and confidential information with professionalism.
• Collaboration: Works effectively with others, integrating diverse perspectives to reach common goals.
• Analysis: Leverages analytical skills to identify challenges and generate innovative solutions.
• Service: Anticipates customer needs and consistently exceeds expectations while fostering relationships.
• Decisiveness: Making timely, well-informed decisions that keep projects on task by assessing risks.

Essential Job Functions:

• Communicate and exchange accurate information clearly with peers, leadership, and external partners.
• Collaborate closely with colleagues and external parties to achieve project goals.
• Operate computers and standard office equipment on a constant basis.
• Assist clients and colleagues via telephone, email, and in-person.
• Occasional evening or weekend work required based on project deadlines or business necessity.
• Maintain a stationary position for extended periods and perform repetitive motions involving wrists, hands, and fingers.

Travel Requirements:

Occasional