Service Desk Analyst

Job Summary The Service Desk Analyst provides level-one technical support to agency personnel, handling hardware, software, and network issues through various communication channels. The role involves troubleshooting, ticket management, and escalating unresolved issues, supporting a range of technologies including Windows OS, Microsoft Office, Google Workspace, and VPN services. Initial training is onsite in Phoenix, followed by remote work. Responsibilities Provide timely hardware, software, voice, and network help desk support to all agency personnel. Troubleshoot customer issues using available tools and resources. Serve as primary contact for assigned tickets until resolution and closure. Escalate and route incidents and requests that cannot be resolved by the Resolution Center. Create and document incident and request tickets with accurate customer information and issue details. Participate in projects aimed at improving customer service, efficiency, and productivity of the help desk. Create, update, and review knowledge base articles based on calls received. Identify trends or patterns in issues and maintain the knowledge base accordingly. Required Skills & Certifications Minimum 2 years' experience providing technical support in a call center environment. Minimum 2 years' hands‑on desktop support experience. Knowledge of Windows Operating Systems. Familiarity with ServiceNow ticketing system. Proficiency with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint). Experience with Google Workspace (Gmail, G‑Suite, Drives). Must be eligible for background checks and drug screenings via HireRight. Must be located in Phoenix or willing to relocate for initial onsite training. Preferred Skills & Certifications Advanced technical training such as A+, Microsoft, Google certifications. Customer service training and experience. Special Considerations First 7–10 days of work require onsite presence in Phoenix for training. Subsequent work is remote. Only candidates currently located in Phoenix will be considered. Candidates must be available for in‑person interviews within one week of posting close date. Must be able to start within two weeks of receiving an offer. Strict budget and markup limits apply for billing rates. Scheduling Standard work schedule with initial onsite training period, followed by remote work. Position duration is approximately 6 months from start date. #J-18808-Ljbffr