*****(Need only W2 and local candidates in Phoenix, AZ || No C2C)*****
POSITION DESCRIPTION:
Service Desk Analyst • Open, monitor, work, and close tickets in a ticket tracking system responding promptly to customer needs.
Monitor calls, including tickets entered in the ticket tracking system for problems; verifies user information; communicate outstanding issues and status resolution to users and supervisor, programming support staff, other government agencies, and community partners as applicable to meet commitments.
SKILLS REQUIRED: • Exceptional customer service skills, including effective listening and problem-resolution techniques with attention to detail. • Excellent interpersonal, written, and oral communication skills. • Critical thinking, problem-solving, effective decision-making, engaging in critical thinking using logic and reasoning, working collaboratively or independently. • Handle phone calls and walk-ups while juggling multiple other priorities. • Determine the impact of issues and recommend changes to improve efficiency and reduce waste. • Balance, prioritize, and organize multiple tasks and adjust plans accordingly. • Imaging desktops, laptops, and tablets and deploying equipment to agency staff.
SKILLS PREFFERED:
Ability to analyze and diagnose desktop computer software problems in a network environment. • Analyze complex issues and resolve incidents efficiently and effectively.
EXPERIENCE REQUIRED:
2-4 years of technical service desk experience or equivalent experience, certification in Microsoft products, CompTIA A+, and accreditation in HP/Dell hardware products.
EDUCATION REQUIRED:
At a minimum, the preferred candidate will possess an Associate's degree in the IT Field.