Field Help Desk Analyst II

Overview

We are hiring a Field Help Desk Analyst II! Location is Phoenix, AZ. We are seeking a highly skilled Analyst to join our team. This role requires strong analytical abilities, technical expertise, and exceptional attention to detail. The ideal candidate will provide end-user support, troubleshoot system issues, and offer alternative solutions to ensure seamless operations. Flexibility, adaptability, and initiative are key to success in this role.

• Provide technical support for end-user systems, ensuring timely resolution of issues.
• Maintain awareness of escalation points to facilitate efficient problem resolution.
• Install, maintain, and troubleshoot Windows 10, Microsoft Office Suite, and other desktop applications.
• Support Citrix Environment, McAfee, and Teams applications.
• Utilize Bomgar for remote support (preferred).
• Act as a mentor for junior analysts, providing guidance and technical expertise.

• Competent in most phases of system support, with a strong ability to troubleshoot and resolve issues.
• Experience with Windows 10 and Microsoft Office Suite installation and maintenance.
• Familiarity with Citrix Environment, McAfee, and Teams.
• Experience with Bomgar remote support tools is a plus.

• Bachelor's Degree in Computer Science, Information Systems, or a related field, or equivalent work experience.
• 2-5 years of relevant technical and business experience.

• Excellent customer service and interpersonal skills.
• Strong ability to prioritize and manage multiple tasks effectively.
• Exceptional attention to detail and organizational skills.
• Ability to work independently and collaboratively as part of a team.
• Must be personable, professional, and a positive representative of the company.
• Ability to interact effectively with all levels of management, employees, and customers via email, phone, video conferences, and in person.

• Sedentary work involving prolonged sitting, standing, and walking.
• Repetitive keyboard activity and frequent interaction with display monitors.
• Valid driver's license and auto insurance may be required.
• Potential for overnight business travel via air and automobile.
• Ability to handle confidential information and work under pressure with changing deadlines.
• Consistent attendance, including occasional after-hour company events.
• Ability to accept supervision and foster positive working relationships with peers, supervisors, customers, and vendors.
• Perform other duties as assigned by the supervisor.
• Ability to work Monday - Friday, 8:00 a.m.
  
  - 5:00 p.m., with flexibility for overtime as needed and possible weekends.
• Must have own vehicle to travel from site to site.
• We offer a competitive benefit package.
• Applicants must be currently authorized to work in the United States without sponsorship, on a full-time, permanent basis.
• Hourly rate: $25.00 to $30.00/ hour plus benefits including Health, Dental, Vision, 401K and mileage reimbursement.

Emerge seeks, in all its operations, to employ individuals for available positions based on their qualifications, working knowledge, and competency. Emerge has a continuing commitment to ensure that fair and equal employment opportunities are extended to all qualified persons without regard to race, color, religion, sex, gender, sexual orientation, national origin, ethnicity, alienage, citizenship or immigration status, age, mental or physical disability, medical condition, pregnancy, military/veteran status, predisposing genetic characteristics, familial status, marital status, domestic violence victim status, or based on their relationship or association with members of a protected class or any other protected classification, in accordance with applicable federal, state and local laws.

Emerge is committed to diversity in its most inclusive sense.

By completing an application with us, you seek to join a team of hardworking professionals dedicated to consistently deliver outstanding service to our customers and contribute to the financial success of the organization, its clients and its employees. Equal access to programs, services and employment is available to all qualified persons. Those applicants requiring accommodation to complete the application and/or interview process should contact our Emerge Recruitment Office.