Analysis Skills, Call Centers, Customer Relations, Customer Support/Service, Data Encryption Standard (DES), Desktop Administration, Desktop Virtualization, Documentation, Help Desk, Identify Issues, Knowledge Base, Microsoft Active Directory, Microsoft Office, Microsoft Product Family, Microsoft Windows Operating System, Network Support, Problem Solving Skills, Security Clearance, ServiceNow, Technical Support, Telephone Skills, Time Management, Trend Analysis, Voice Applications
Join Our Team as a Service Desk Analyst in Phoenix, AZ
Are you an experienced IT professional looking to make a difference in a dynamic environment? Join our team at the Arizona Department of Economic Security (DES) as a Service Desk Analyst. Located in the vibrant city of Phoenix, AZ, this role offers the perfect blend of professional growth and a fantastic location to live and work.
Job Overview
As a Service Desk Analyst, you will provide level-one support by responding to incoming calls, self-service ticket submissions, and other support requests. Your responsibilities will include troubleshooting client issues, managing tickets, and participating in projects to enhance customer service and productivity. This role requires you to be the primary point of contact for customers until their issues are resolved.
Key Responsibilities
- Provide timely hardware, software, voice, and network help desk support.
- Troubleshoot issues using all available tools and resources.
- Manage and resolve tickets, ensuring accurate documentation of customer interactions.
- Escalate and route incidents that cannot be resolved at the service desk.
- Participate in projects to improve customer service and efficiency.
- Create and update knowledge base articles based on received calls.
- Identify trends in reported issues and maintain the issues knowledge base.
Requirements
- 2 years' experience providing technical support in a call center environment.
- 2 years' experience providing hands-on desktop support.
- Knowledge of Windows Operating Systems, ServiceNow, Microsoft Office Products, and Google Workspace.
- Security clearance is required.
Preferences
- Advanced technical training (A+, Microsoft, Google, Hardware, Software, customer service) preferred.
- Experience with Active Directory and remote virtual desktop support.
Ready to take the next step in your IT career? Apply now and be part of a team that's making a real impact. Local candidates to Phoenix only, with initial onsite training followed by remote work. Don't miss this opportunity to join our team!
Subject Line: Application for Service Desk Analyst Position
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