IT Service Desk Analyst

Job Description

What you need to know

Monday-Friday; 7:30 a.m. to 3:30 p.m.

Hourly Pay Range Starts at $21.14/hourly DOE

Full Time, Temporary to Hire

Located at Papago Park Military Reservation

Benefits Available – Medical, Dental, Vision, Term Life, Short-Term Disability

What you’ll be doing

You will provide advanced technical support, troubleshoot complex issues, and deliver exceptional service to our customers. You will be a key player in resolving escalated inquiries, enhancing our knowledge base, and driving process improvements.

You will be responsible for…

Receive and respond to escalated calls, emails, and web inquiries from Service Desk Analysts.

Provide expert-level solutions to complex technical questions across various platforms and technologies.

Perform advanced troubleshooting to identify and resolve functional and configuration issues.

Reproduce customer issues as needed and test all fixes prior to deployment.

Log detailed incident information into the ticket management system.

Maintain and update the internal knowledge base with solutions and process documentation.

Communicate effectively with Service Desk Analysts, providing updates and resolution steps.

Escalate unresolved or complex issues to management or the next support tier as appropriate.

Monitor the help desk ticketing system and prioritize tasks effectively.

Collaborate with teams to identify opportunities for process improvement and efficiency.

Follow best practices in customer service, ensuring prompt and professional support.

Assist in developing solutions, training resources, and supporting resource planning and management.

Participate in budget planning by recommending equipment, software, and resources.

What skills & experience you’ll bring to us

Associate’s degree in Information Technology, Computer Science, or related field; or equivalent experience (3+ years preferred).

Strong working knowledge of:

Service offerings, customer service principles, and processes

Back-office server applications, desktop and web-based applications, client/server applications

Networking hardware, protocols, and components

Operating systems and common third-party software applications

Custom applications and integrations

Excellent problem-solving skills with a keen attention to detail.

Proven ability to resolve incidents efficiently, recognizing different customer competence levels.

Strong customer service skills, with an emphasis on building relationships and managing challenging situations.

Excellent interpersonal, written, and oral communication skills.

Ability to prioritize, organize, and manage multiple tasks effectively.

Demonstrated teamwork and collaboration skills.

Ability to synthesize feedback and adapt plans accordingly.

Experience with ticket management systems and documenting processes.

Ability to work independently with minimal guidance.

Want to apply? Get in touch today!

Please submit your resume to for immediate consideration of this position.

Any job offer is contingent upon the successful completion of pre-employment criminal background check. Will need to pass a DoD background check after hire. All qualified candidates for this position must be eligible to work in the United States.

Marathon is an Equal Opportunity Employer

Company Description

Our company enjoys longstanding stability, having been in business for over 30 years. We are an Equal Opportunity Employer and we strive to connect individuals with career opportunities that meet their specific needs.

Full-time