Technical Support - Service Desk Analyst

Technical Support - Service Desk Analyst Phoenix, United States | Posted on 06/24/2026 Actual Job Title: Technical Support - Service Desk Analyst Job Type: FT Contract Date Opened: 06/24/2026 Target Date: 06/26/2026 City: Phoenix State/Province: Arizona Country: United States Assigned Recruiter(s): Sneha Nelluri, Mohammed Nazer Number of Positions: 1 Job Description Local candidates to Phoenix only. First 7-10 days is onsite for training then remote after that. Please do not submit anyone that was submitted to 11090. Responsibilities Provide timely hardware, software, voice, and network help desk support to all agency personnel through all means available. Troubleshoot issues presented by customers using all tools and resources available. Be the primary customer contact for status of assigned tickets until the problem is resolved and ticket is closed. Escalate and properly route incidents and requests that cannot be resolved by the Resolution Center/Service Desk. Create incident and request tickets requiring validation of customer information, and accurate recording of details of issue/request, including customer interaction and actions taken in the division ticketing system. Create, update, and review existing and new knowledge base articles based upon calls received. Identify trends or patterns in reported issues and update and maintain the knowledge base as appropriate. Qualifications 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. #J-18808-Ljbffr Novalink Solutions