Job Description
Job Summary (List Format):
- Position: Service Desk Analyst
- Location: Local Phoenix candidates only
- Work Arrangement: Onsite for first 7-10 days (training), then remote
- Compensation: Max bill rate $28.81/hour (with 29% max markup)
- Start Date: Dependent on interview, onboarding, and agency paperwork
- Background Check: HireRight required for background and drug screening
- Interview/Start Requirements:
- Must specify current location in resume
- Must be available for in-person interview within 1 week of posting close
- Must start within 2 weeks of offer
Key Responsibilities:
- Provide timely level-one hardware, software, voice, and network help desk support to agency personnel via phone, email, chat, and ticketing system
- Troubleshoot and resolve user issues using available tools and resources
- Serve as primary contact for assigned support tickets, maintaining communication until resolution
- Escalate and properly route unresolved incidents and requests
- Accurately create and document incident/request tickets in the division ticketing system
- Participate in projects aimed at improving customer service, efficiency, and productivity
- Create, update, and maintain knowledge base articles
- Identify and document trends or patterns in reported issues
Required Skills & Knowledge:
- Windows Operating Systems
- ServiceNow
- Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- Google Workspace (Gmail, G-Suite, Drives, etc.)
Preferred Qualifications:
- Minimum 2 years of technical support experience in a call center environment
- Minimum 2 years of hands-on desktop support experience
- Advanced technical training/certifications (A+, Microsoft, Google, Hardware, Software, Customer Service) preferred
Job Tags
Work at office, Local area, Remote work
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