Sign upLog in

Phoenix, AZ - Service Desk Analyst

Expert Technology Services

Phoenix, AZ

Apply
JOB DETAILS
SALARY
SKILLS
Analysis Skills, Call Centers, CompTIA A+, Customer Support/Service, Desktop Administration, Google Apps, Help Desk, Identify Issues, Knowledge Base, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft PowerPoint, Microsoft Product Family, Microsoft Windows Operating System, Microsoft Word, Network Support, Onboarding, Resolve Customer Issues, ServiceNow, Technical Support, Time Management, Trend Analysis, Voice Applications
LOCATION
Phoenix, AZ
POSTED
5 days ago
Job Summary (List Format):

- Position: Service Desk Analyst
- Location: Local Phoenix candidates only
- Work Arrangement: Onsite for first 7-10 days (training), then remote
- Compensation: Max bill rate $28.81/hour (with 29% max markup)
- Start Date: Dependent on interview, onboarding, and agency paperwork
- Background Check: HireRight required for background and drug screening
- Interview/Start Requirements:
- Must specify current location in resume
- Must be available for in-person interview within 1 week of posting close
- Must start within 2 weeks of offer

Key Responsibilities:
- Provide timely level-one hardware, software, voice, and network help desk support to agency personnel via phone, email, chat, and ticketing system
- Troubleshoot and resolve user issues using available tools and resources
- Serve as primary contact for assigned support tickets, maintaining communication until resolution
- Escalate and properly route unresolved incidents and requests
- Accurately create and document incident/request tickets in the division ticketing system
- Participate in projects aimed at improving customer service, efficiency, and productivity
- Create, update, and maintain knowledge base articles
- Identify and document trends or patterns in reported issues

Required Skills & Knowledge:
- Windows Operating Systems
- ServiceNow
- Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- Google Workspace (Gmail, G-Suite, Drives, etc.)

Preferred Qualifications:
- Minimum 2 years of technical support experience in a call center environment
- Minimum 2 years of hands-on desktop support experience
- Advanced technical training/certifications (A+, Microsoft, Google, Hardware, Software, Customer Service) preferred

About the Company

E

Expert Technology Services