Service Desk Analyst , Phoenix, AZ (Hybrid)

Service Desk Analyst Phoenix AZ (Hybrid)

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 cant 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.