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Help Desk Analyst

41 Applications Submitted for this Position

Job Description

International Cruise & Excursions, Inc. (ICE) , an Award Winning Leader in the Travel & Leisure Industry, is seeking a Help Desk Analyst to join their Scottsdale-based IT Team. 

Position Purpose:
To provide phone and email technical support for the corporation.



  • Answers phone calls from end users experiencing IT related issues
  • Creates Help Desk tickets to track technical issues
  • Identifies and records incidents in a clear and concise manner enabling the issue to be communicated properly
  • Resolves the problem if possible
  • Escalate calls to the appropriate higher level if unable to resolve the issue
  • Remotely access PCs to resolve issues
  • Prioritize daily work assignments and issues
  • Maintain communication for all parties
  • Assists with receiving packages and verifying the contents
  • Assists with new hire requests, terminations and departmental transfers
  • Administer Guest Wireless accounts
  • Assists with setting up Home Based employee equipment
  • Install new software or update existing software when directed
  • Install new hardware when directed
  • Change and reset passwords in Active Directory
  • Unlock users accounts in Active Directory
  • Assists with creating, removing and updating user accounts in SABRE
  • Work with RCI Service Desk on RCI application and user account issues
  • Troubleshoot VDI (Virtual Desktop Infrastructure) issues with end users
  • Create, delete and maintain email accounts and distribution groups
  • Create and maintain technical documents
  • Create, delete and update security badges
  • Create, delete and run reports for security badges
  • Troubleshoot network copiers and desktop printers


Job Requirements


  • Must have at least one year of previous IT Help Desk experience
  • Must have GED or high school diploma
  • Must have excellent communication skills in person, on the phone and email
  • Must have solid troubleshooting skills
  • Must be able to work unattended for periods of time
  • Must be able to learn new technical concepts quickly and readily
  • Must have a solid knowledge about computers in general and in particular: Windows XP, Windows 7, Microsoft Office and the Internet
  • Must be able to work well in a team environment, as well as on an individual basis, and have a desire to help the end users
  • Must be able to lift in excess of 50lbs
  • Must be able to stand for long durations

Job Snapshot

Contact Name Jason Brambier
Post Date 6/30/2015
Location Scottsdale, AZ
Base Pay $15.00 - $16.50 /Hour
Other Pay DOE
Employment Type Full-Time
Job Type Information Technology
Education Not Specified
Experience At least 1 year(s)
Manages Others No
Relocation No
Industry Hospitality
Required Travel Not Specified
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