Onsite Technical Support/Level 1 Service Desk Analyst (Phoenix AZ)

• Service Desk Analysts assigned to the Service Desk team are responsible for the day to day support of internal and external clients.
• By leveraging your customer service skills, technical training, and having an understanding of today's technologies, you will solve a wide variety of challenges in a fast paced environment that is managed using ITIL methodology.
• Help Desk Analysts Provide first level support for inbound incidents and service requests from internal and external end users.
• Manage the technical support email inbox.
• Maintain end to end responsibility for customer support needs providing timely, reliable, and courteous service.
• Assist with the development and improvement of work instructions, procedures, standards, and documentation.
• Answer inbound phone calls from internal and external clients.
• Maintain appropriate level of skills to handle incidents and requests in line with established service levels.
• Provide feedback of intelligence gained through customer interactions.
• Professionally respond to telephone calls, emails, chats, and voicemails for customer support.

Skills Required

• Exceptional attendance is a must.
• Innovative, team-oriented problem solver.
• Strong commitment to providing quality service.
• Excellent interpersonal, negotiation and communication (verbal and written) skills.
• Excellent organizational, time management, and follow through skills.
• Ability to manage multiple competing priorities. Unwavering commitment to providing customers with an exceptionally high quality experience.

Skills Preferred

• Technical writing experience.
• Knowledge of legacy, existing, and new PC hardware and software technology.

Experience Required

• Customer support experience.
• Answering client phone calls and active listening.
• Responding and adapting to different types of characters.
• Multi-tasking, prioritizing, and managing time effectively.

Experience Preferred

• Experience in an IT environment and end-user support role.
• Working with Google Suite and Google Email.
• Remotely troubleshooting networking, server, and end user desktop incidents.
• Experience with incident management and service request processes.

Education Required

• High School Diploma

• Associate's or bachelor's degree in computer science, information systems, or similar.
• Monday through Friday in person position at the Phoenix headquarters location (5000 W. Carefree Highway Phoenix Az 85086).

• Customer Service experience

• Experience with an IT environment
• Answering client calls
• Associates or Bachelors degree