Credibly

IT Helpdesk Analyst

Credibly

full-time

Posted on:

Location Type: Hybrid

Location: Tempe • Arizona • United States

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Job Level

Junior

Tech Stack

AWSMacOS

About the role

  • Provide timely and effective technical support to end-users via phone, email, or in-person
  • Troubleshoot and resolve hardware, software, and network connectivity issues
  • Install, configure, and maintain desktop computers, peripherals, and software applications
  • Manage user accounts, permissions, and access rights for Active Directory, Google Workspace, and AWS IAM
  • Document support activities, solutions, and user guides
  • Escalate complex issues to senior IT staff or specialized teams
  • Assist with IT asset inventory and management
  • Onboard new employees by preparing and deploying hardware (laptops, monitors, etc.) and configuring user accounts and permissions in various systems.
  • Use AI-powered tools to automate responses for tickets related to common issues that users can resolve themselves using the knowledge base.
  • Manage the help desk ticketing system, ensuring all tickets are logged, tracked, and updated in a timely manner.

Requirements

  • Associate's degree in Information Technology, Computer Science, or a related field, or equivalent experience
  • 1-2+ years of experience in an IT helpdesk or technical support role
  • Strong knowledge of Windows and macOS operating systems
  • Familiarity with Microsoft Office Suite and common business applications
  • Excellent problem-solving and troubleshooting skills
  • Strong customer service orientation and communication abilities
Benefits
  • Flexible working conditions, via hybrid remote/in-office work
  • Generous PTO package
  • 8 Paid Company Holidays
  • Paid Parental Leave, Bereavement, and Jury Duty
  • 401k with company match (and 100% vesting after 2 years)
  • Medical insurance through BCBSM or BCN
  • Dental and Vision provided by BCBS?
  • HSA and FSA available, including LPFSA and Dependent Care
  • Company paid life insurance and short-term disability
  • Additional optional insurances
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supporttroubleshootinghardware installationsoftware installationnetwork connectivityActive DirectoryGoogle WorkspaceAWS IAMhelp desk ticketing systemAI-powered tools
Soft Skills
problem-solvingcustomer service orientationcommunication abilities
Certifications
Associate's degree in Information TechnologyAssociate's degree in Computer Science