Service Desk Analyst

Overview

This position is responsible for providing end‑user support for 30+ locations across the US. The Service Desk Analyst is the initial point of contact for all users, gathering information, troubleshooting, resolving or escalating issues, and managing tickets through resolution. The analyst will travel with the IT team for acquisition, migration, and rollout projects throughout North America, including quarterly trips to Atlanta, GA for IT department meetings.

The role is based in EIS’s Tempe, AZ office.

• Provide support and training to end users via email, phone, and remote support tools.
• Monitor, log, and update Service Desk tickets, ensuring accuracy and timeliness of ticket data.
• Keep end users informed of ticket status, issues, and requests.
• Provide after‑hours on‑call support for critical systems.
• Identify higher‑level issues and escalated within the Information Technology team.

We seek a self‑motivated, forward‑thinking individual with strong analytical, problem‑solving, and troubleshooting skills. Excellent interpersonal, teamwork, communication, and documentation skills are required. The candidate should be able to work independently and in a team, multitask in a fast‑paced environment, and maintain high attention to detail.

• Two to four years’ experience with:
• Windows
  11 set‑up & configuration, maintenance, software installation, and troubleshooting.
• Microsoft Office products, Microsoft
  365.
• PC hardware support, troubleshooting, and imaging (Lenovo laptops & desktops a plus).
• Basic network connectivity troubleshooting (wired & wireless), TCP/IP subnetting, DHCP, routing & switching, VPN.
• Microsoft Active Directory (user & computer accounts, OUs, Group Policy) and Entra
  
  ID.
• Printer support (USB and network), drivers, installation, print queue management, troubleshooting.
• Remote support tools such as Bomgar, Team Viewer.
• Patch management and configuration tools (Manage Engine Endpoint Central a plus).
• Email filtering.
• Additional experience that is a plus:
• Microsoft Project, Microsoft Visio, AutoCAD, Adobe.
• Hosted VoIP (Ring Central).
• Experience in a distribution or light manufacturing environment.

Available to travel up to 30%.

Hours:

8:00am to 5:00pm Monday through Thursday on‑site and Friday work from home. Work location and schedule may be adjusted as business, team, and operational needs evolve.

Job description is not exhaustive and may change based on business needs and/or department. This position may be subject to change without notice.

EIS Legacy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.