Service Desk Analyst , Phoenix, AZ (Hybrid)

SunSoft Online

Phoenix, AZ

Job Description

Service Desk Analyst , Phoenix, AZ (Hybrid)

Location: Phoenix, AZ 85007 , Hybrid (first 7–10 days onsite for training, then remote)

Type: Contract (6 months), Monday–Friday, 8:00 AM–5:00 PM

Start: Tentative, dependent on interview and onboarding

About the Role

SunSoft Online is seeking an experienced Service Desk Analyst for a contract opportunity with an Arizona state agency. This role provides level-one technical support, responding to incoming calls, self-service tickets, email, and chat for support requests involving workstations, peripherals, printers, telephone and cellular services, Active Directory, Google account and VPN assistance, and standard desktop applications.

Essential Duties

Provide timely hardware, software, voice, and network help desk support to agency personnel
Troubleshoot customer issues using all available tools and resources
Serve as the primary contact for assigned tickets until resolved and closed
Escalate and route incidents that can't be resolved at the service desk
Create and document incident and request tickets accurately in the ticketing system
Create, update, and review knowledge base articles
Identify trends or patterns in reported issues
Participate in projects to improve customer service and efficiency

Knowledge Of

Windows Operating Systems
ServiceNow
Microsoft Office (Word, Excel, Outlook, PowerPoint)
Google Workspace (Gmail, Drive, etc.)

Ideal Candidate Will Have

2 years' experience providing technical support in a call center environment
2 years' experience providing hands-on desktop support
Advanced technical training (A+, Microsoft, Google, hardware/software, customer service) preferred

Additional Details

Must be local to the Phoenix area (current location must be listed on resume)
Available for an in-person interview within one week
Able to start within two weeks of an offer
HireRight background check and drug screening required

To apply, submit your resume with your current city and state listed.

Apply

Vacancy posted 29 days ago

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