Position Overview:The IT Support & Help Desk Analyst is the first point of contact for technical assistance, providing support to end-users on hardware, software, and network issues. This entry-level role ensures smooth operation of computer systems and IT services by diagnosing and resolving common problems, documenting solutions, and escalating complex issues when necessary. The role also involves basic system maintenance, monitoring, and contributing to user training resources.Key Responsibilities
User Support: Provide technical assistance to NHCC team members via phone, email, chat, or in-person.
Troubleshooting: Diagnose and resolve hardware, software, and network issues.
Helpdesk Operations: Manage and respond to support tickets, ensuring timely and effective resolution.
System & Software Support: Assist with installing, configuring, and maintaining hardware, operating systems, and software applications.
Issue Escalation: Identify and escalate complex issues to the IT Manager or other teams within NHCC.
Documentation: Record issues, solutions, and FAQs to improve future support.
System Monitoring & Maintenance: Perform routine checks on systems and networks, supporting upgrades, backups, and security processes.
Training & Resources: Assist in creating user guides, FAQs, and training materials for common technical issues.
Required Skills & Qualifications
Must be at least 21 years of age; and
Valid non-restricted AZ Driver's License; and
Valid non-restrictive Level 1 AZDPS Fingerprint Clearance Card (or willing to obtain); and
A high school diploma or a high school equivalency diploma; and relevant experience with IT Systems.
Technical Knowledge: Basic understanding of computer hardware, operating systems (e.g., Windows, Google Suites), software applications, and networking concepts.
Problem-Solving: Ability to analyze and resolve technical issues efficiently.
Communication Skills: Clear verbal and written communication to explain technical information to non-technical users.
Customer Service: Strong interpersonal skills with patience and professionalism in user interactions.
Organization & Detail Orientation: Ability to manage multiple tasks, track issues, and follow up thoroughly.
Adaptability: Willingness to learn new technologies and adjust to evolving IT needs.
Work Environment
Primarily office-based with occasional need for on-site or remote support.
Interaction with users through multiple channels (phone, email, chat, in-person).
Collaboration with IT team members and vendors.
May occasionally require flexible hours or on-call support.
*APPLICANTS MUST ALSO BE ABLE TO COMPLETE CRIMINAL HISTORY SELF-DISCLOSURE AFFIDAVITS AND OBTAIN AN ARIZONA DEPARTMENT OF PUBLIC SAFETY (DPS) LEVEL 1 FINGERPRINT CLEARANCE CARD, WHICH INVOLVES A STATE AND FEDERAL CRIMINAL BACKGROUND CHECK. **All positions at NHCC are safety-sensitive, as defined in ARS 23-439. Therefore, the company prohibits the use, sale, manufacture, distribution, or possession of alcohol, drugs, controlled substances, medical marijuana, or drug paraphernalia on any and all segments of the company premises, company-owned vehicles, or personal vehicles used for company business or parked on company property. NHCC is a drug-free zone with zero tolerance for violators. *
