Service Desk Analyst , Phoenix, AZ (Hybrid)
About the position 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.
Responsibilities
- 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
Requirements
- 2 years' experience providing technical support in a call center environment
- 2 years' experience providing hands-on desktop support
- 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
Nice-to-haves
- Advanced technical training (A+, Microsoft, Google, hardware/software, customer service) preferred