Technical Support Specialist

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.

Required Skills & Certifications:

• 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.

Preferred Skills & Certifications:

• Advanced technical training or certifications such as A+, Microsoft, Google, Hardware, Software, or Customer Service certifications.

Special Considerations:

• Position based in Phoenix, AZ 85007.

Scheduling:

• Contract duration of 8 months.