Technical Support Analyst jobs in Arizona

Job Title: Technical Support Analyst III

Location-Type: On-site Phoenix, AZ

Start Date Is: 2 weeks from offer

Duration: 6-month contract

Compensation Range: $27-$35/hr

Job Summary

Under minimal supervision, the Technical Support Analyst III provides higher-level support to customers assigned to their team or designated area, frequently handling non-standard issues or those with minimal documentation. The role involves acting as a Project Facilitator to assist in planning and implementing corporate initiatives, analyzing new technology deployments, and identifying levels of troubleshooting and proactive maintenance. The Analyst will administer and analyze digital systems and processes at an advanced technical level and offer technical direction and recommendations for improved utilization and efficiency.

Duties and Responsibilities

• Provide technical support for customers and other analysts as needed.
• Create self-help support documentation for customers and digital personnel (i.e., Knowledgebase Articles).
• Develop and implement complex solutions and processes, handling advanced technical projects related to systems operations.
• Analyze information systems operations, providing expert technical direction and recommendations for improvement.
• Identify potential cost savings and performance improvements through application consolidation.
• Serve as a liaison with clients, vendors, and other technical groups, building and managing relationships with business stakeholders.
• Coordinate solutions and report on process and system performance to managers.
• Assist with the restoration of digital services at locations impacted by catastrophic events.
• Conduct training for end users, outside vendors, and less experienced staff.
• Facilitate software update distributions, including major deployments at satellite locations.
• Provide after-hours call support as needed.
• Support the Premier line as designated by the manager.

Supervisory Responsibilities

• May coach and mentor less-experienced personnel and act as team leader on some projects.

Qualifications

Education and Experience

• Required: Bachelor's Degree in Computer Science, MIS, Business Administration, or a related field, and five years of related experience. An additional four years of related experience may substitute for the Bachelor's degree.
• Preferred: Bachelor's Degree in Computer Science, MIS, or Business Administration, and seven years of related experience.

Certificates, Licenses, Registrations or Other Requirements

• Preferred: MCP, ITIL, CCNA.

Other Knowledge, Skills, or Abilities Required

• Advanced knowledge or skills in one or more of the following:
• 3 years of experience in computer/software installation, maintenance, and troubleshooting.
• Proficiency in Microsoft O365 applications (Word, Excel, PowerPoint, Project, Visio, Outlook).
• Experience with Teams/SharePoint.
• Knowledge of ServiceNow (Incident & Request tickets / Change Mgmt.).
• Basic server support, including backup/restoration methods and troubleshooting.
• Understanding of enterprise applications (e.g., COMPASS, Fastlane) and supported third-party applications (e.g., Kronos).
• Networking components (switches, routers, cabling).
• Telephony systems and wireless devices (iOS and Android).
• Disaster recovery procedures as specified in corporate guidelines.
• Experience in scripting, program design, packaging, imaging, or similar to aid Field Based personnel.
• Training others on both technical and non-technical material.

Preferred Experience

• Moderate knowledge of the waste industry, including collection, disposal, and recycling.
• Leadership capabilities in managing low to medium complexity projects with minimal supervision.
• Ability to communicate effectively with all levels of the organization, including technical and non-technical audiences and senior leadership.
• Capable of presenting/speaking in front of small/medium-sized groups.
• Ability to maintain confidentiality, provide constructive feedback, demonstrate effective leadership, and manage time efficiently.
• World-class customer service skills.
• Ability to lift up to 50 pounds.

Work Environment and Essential Functions

• Requires motor coordination with finger dexterity (keyboard, machine operation) most of the workday.
• Rarely requires physical effort in handling objects less than 30 pounds.
• Rare exposure to occupational risks (cuts, burns, toxic chemicals).
• Rare exposure to environmental elements (dirt, odors, noise, weather extremes).
• Normal office setting.