Technical Support Specialist
vTech Solution
Job Summary:
We are seeking an experienced Service Desk Analyst to provide level-one technical support to agency personnel via phone, chat, email, and self-service tickets. The role involves troubleshooting hardware, software, network, and account-related issues to ensure timely resolution and excellent customer service. Responsibilities:
- Provide timely hardware, software, voice, and network help desk support to agency personnel.
- Troubleshoot customer-reported issues using available tools and resources.
- Serve as the primary customer contact for ticket status until resolution.
- Escalate and route incidents that cannot be resolved at the Service Desk level.
- Create and accurately document incident/request tickets in the ticketing system.
- Create, update, and review knowledge base articles based on incoming calls.
- Identify trends and patterns in reported issues and maintain the issues knowledge base.
- Participate in projects to improve customer service, efficiency, and productivity.
- Knowledge of Windows Operating Systems.
- Experience with ServiceNow ticketing system.
- Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint).
- Proficiency in Google Workspace (Gmail, G-Suite, Drives).
- Minimum 2 years technical support experience in a call center environment.
- Minimum 2 years hands-on desktop support experience.
- Advanced technical training or certifications such as A+, Microsoft, Google, Hardware, Software, or Customer Service certifications.
- Position based in Phoenix, AZ 85007.
- Contract duration of 8 months.
Vacancy posted 2 days ago
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