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Phoenix, AZ - IT - AZDES - DTS - Technical Support - Service Desk Analyst

ABCS Inc

Phoenix, AZ

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JOB DETAILS
SKILLS
Analysis Skills, Call Centers, Cellular Telephone, Computer Workstations, Customer Relations, Customer Support/Service, Data Encryption Standard (DES), Data Quality, Desktop Administration, Desktop PC, Desktop Virtualization, Google Apps, Google Directory, Help Desk, Identify Issues, Knowledge Base, Microsoft Active Directory, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft PowerPoint, Microsoft Product Family, Microsoft Windows Operating System, Microsoft Word, Network Support, Peripheral Hardware, Printers, Problem Solving Skills, ServiceNow, Technical Support, Telephone Skills, Time Management, Trend Analysis, VPN (Virtual Private Network), Voice Applications
LOCATION
Phoenix, AZ
POSTED
5 days ago
Local candidates to Phoenix only. First 7-10 days is onsite for training then remote after that.

DES is seeking an experienced and highly motivated individual to join our team as a Service Desk Analyst. This position is responsible for providing level-one support by responding to incoming calls from the DTS Resolution Center phone queues, self-service ticket submissions, and various other methods for receiving requests for support (email and chat included) regarding: clients, workstations, peripherals, printers, telephone services, cellular services, Active Directory assistance, Google account assistance, VPN account assistance, and standard agency desktop applications (Microsoft Office Suite, Google Workspace, VPN, virtual desktops, etc.) for the agency.

Essential Duties and Responsibilities include but are not limited to:

" 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.

" Participation in projects to improve customer service, efficiency, and/or productivity of the Resolution Center/Help desk.

" Create, update, and review of existing and new knowledge base articles based upon call received.

" Identify trends or patterns in reported issues and update and maintain issues knowledge base as appropriate.

" Participation in projects to improve customer service, efficiency, and/or productivity of the Resolution Center/Help desk.

Knowledge of:
" Windows Operating Systems.
" ServiceNow
" Microsoft Office Products (Word, Excel, Outlook, PowerPoint).
" Google Workspace including Gmail, G-Suite, Drives, etc.

This ideal candidate for this position 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

About the Company

A

ABCS Inc