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 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.