Analysis Skills, Call Centers, Cellular Telephone, Computer Workstations, Contract Analysis, Customer Support/Service, Desktop Administration, Desktop PC, 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, ServiceNow, Technical Support, Telephone Skills, Time Management, Trend Analysis, VPN (Virtual Private Network), Voice Applications
Service Desk Analyst , Phoenix, AZ (Hybrid)
Location: Phoenix, AZ 85007 , Hybrid (first 7–10 days onsite for training, then remote)
Type: Contract (6 months), Monday–Friday, 8:00 AM–5:00 PM
Start: Tentative, dependent on interview and onboarding
About the Role
SunSoft Online is seeking an experienced Service Desk Analyst for a contract opportunity with an Arizona state agency. This role provides level-one technical support, responding to incoming calls, self-service tickets, email, and chat for support requests involving workstations, peripherals, printers, telephone and cellular services, Active Directory, Google account and VPN assistance, and standard desktop applications.
Essential Duties
- Provide timely hardware, software, voice, and network help desk support to agency personnel
- Troubleshoot customer issues using all available tools and resources
- Serve as the primary contact for assigned tickets until resolved and closed
- Escalate and route incidents that can't be resolved at the service desk
- Create and document incident and request tickets accurately in the ticketing system
- Create, update, and review knowledge base articles
- Identify trends or patterns in reported issues
- Participate in projects to improve customer service and efficiency
Knowledge Of
- Windows Operating Systems
- ServiceNow
- Microsoft Office (Word, Excel, Outlook, PowerPoint)
- Google Workspace (Gmail, Drive, etc.)
Ideal Candidate 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
Additional Details
- Must be local to the Phoenix area (current location must be listed on resume)
- Available for an in-person interview within one week
- Able to start within two weeks of an offer
- HireRight background check and drug screening required
To apply, submit your resume with your current city and state listed.