Service Desk Analyst

Employment Type:

Contract - W2

Duration:

Minimum 6 months; this contract may be extended based on business needs, with potential opportunities for conversion to a full-time position

Work Model:

This position is primarily remote. However, the initial 7-10 days will require onsite attendance for training purposes. After the completion of training, the role will transition to a remote work arrangement.

Job Location:

Phoenix, AZ 85007

Work Schedule:

8:00 AM - 5:00 PM (Arizona time); 40 hours per week

Max Pay Rate:

$22.33 per hour

Position Summary:

We are looking for an experienced and motivated Service Desk Analyst to support our state agency client's IT service desk operations by providing level-one technical support for hardware, software, network, voice, desktop applications, VPN, Google Workspace, Active Directory, and ServiceNow-related requests.

Job Responsibilities:

Provide level-one support by responding to incoming calls from the DTS Resolution Center phone queues, self-service ticket submissions, and various other methods for receiving requests for support, including email and chat, regarding clients, workstations, peripherals, printers, telephone services, cellular services, Active Directory assistance, Google account assistance, VPN account assistance, and standard agency desktop applications, including Microsoft Office Suite, Google Workspace, VPN, virtual desktops, etc., for the agency. Provide timely hardware, software, voice, and network help desk support to all agency personnel through all means available. Troubleshoot customer issues using all available tools and resources. Be the primary customer contact for the status of assigned tickets until the problem is resolved and the ticket is closed. Escalate and properly route incidents and requests that cannot be resolved by the Resolution Center/Service Desk. Create an incident and request tickets that require validation of customer information and the accurate recording of issue/request details, including customer interaction and actions taken in the division ticketing system. Participate in projects to improve customer service, efficiency, and/or productivity of the Resolution Center/Help desk. Create, update, and review existing and new knowledge base articles based on calls received. Identify trends or patterns in reported issues and update and maintain the issues knowledge base as appropriate.

Skills Required:

Level-one support and customer service. Call center environment. Windows Operating Systems. ServiceNow. Microsoft Office Products, including Word, Excel, Outlook, and PowerPoint. Google Workspace, including Gmail, Google Drive, etc.

Skills Preferred:

Active Directory. Remote virtual desktop. Advanced technical training, including A+, Microsoft, Google, Hardware, Software, and customer service.

Education Required:

High School Diploma; a college degree is a plus.

Experience Required:

2 years' experience providing technical support in a call center environment. 2 years' experience providing hands-on desktop support.

Pay:

$22.33 per hour

Education:

High school or equivalent (Preferred)

Experience:

Help desk: 2 years (Required) Customer service: 2 years (Required) Technical support: 2 years (Required) Call center: 2 years (Required) Computer hardware: 1 year (Required) Desktop support: 2 years (Required) Ability to

Commute:

Phoenix, AZ 85007 (Required)

Work Location:

Hybrid remote in Phoenix, AZ 85007