IMPACT Technology Recruiting

About the Company

IMPACT Technology Recruiting (IMPACT) is small enough to make you its top priority, yet with the resources that rival the large firms. With our extensive investment in recruiting technology, our experience building deep professional networks and our strategy of hiring experienced recruiters with established relationships, IMPACT is an IT recruiting service that delivers every time.

IMPACT is intent on providing exceptional service in the areas in which it focuses. Our approach is to work with a limited number of clients and candidates, enabling us to provide you exceptional service. In addition, our business philosophy, combined with our state-of-the-art technology and depth of experience, make us a powerful partner - one who will help you gain a significant edge in today's competitive business world.

Listed Jobs

Company Name

IMPACT Technology Recruiting

Job Title

IT Service Desk Analyst

Job Description

**Job Title:** IT Service Desk Analyst **Role Summary:** Provides first‑line technical support under supervision, handling incidents and service requests in line with IT service level agreements. Acts as the primary contact for end‑users, ensuring issues are diagnosed, resolved or escalated promptly while maintaining accurate documentation. **Expactations:** - Respond to user inquiries across phone, email, and chat within agreed response times. - Communicate technical information clearly to non‑technical audiences. - Meet productivity and quality targets while maintaining professionalism under pressure. **Key Responsibilities:** - Receive, log, and triage incidents and service requests in ServiceNow. - Troubleshoot hardware, operating systems, and software issues; resolve or escalate to appropriate teams/vendors. - Update incident records with detailed steps, resolutions, and status changes. - Contribute to and maintain the knowledge base with documented solutions. - Follow ITIL processes for incident, problem, and request management. - Perform non‑automated operational tasks related to infrastructure, product development, and information security as assigned. **Required Skills:** - Proficiency with ServiceNow ticketing platform. - Strong knowledge of PC hardware, Windows/macOS operating systems, and common software applications. - Ability to communicate effectively at all organizational levels, both verbally and in writing. - Customer‑service orientation with skill in handling diverse user situations. - Capability to work efficiently under pressure and meet deadlines. - Familiarity with Automated Call Distribution (preferred). **Required Education & Certifications:** - Associate degree in Computer Science, Information Technology, IT Engineering, or related field **or** equivalent work experience. - ITIL foundation knowledge (preferred).

Scottsdale, United states

On site

27-03-2026