Idealforce has contract to hire position available immediately for a Technical Support - Service Desk Technician to join our customer in Phoenix,AZ. This is Onsite Position.Please find below additional details about this job. Only Local Candidates are considered for this role.
Job Description
RESPONSIBILITIES
• Incident Management: Serve as the initial point of contact for technical assistance via phone, email, and walkup; accurately log, track, and route tickets within the IT Service Management (ITSM) system.
• Hardware Support: Configure, deploy, troubleshoot, and repair desktops, laptops, printers, scanners, and
peripherals.
• Software Support: Install, troubleshoot, and update standard business applications (Microsoft 365, Adobe
Creative Cloud, etc.) and other agency-specific software.
• Account Administration: Perform basic administrative tasks in Active Directory and Azure AD, including
password resets, account unlocks, and group membership management.
• Onboarding/Offboarding: Setup and configure IT equipment for new hires; process equipment returns and
data wiping for departing employees.
• Asset Management: Maintain an accurate inventory of hardware and software assets; manage the lifecycle of
IT equipment.
• Remote Support: assist off-site users with VPN connectivity, Multi-Factor Authentication (MFA), and remote
desktop connections.
• Knowledge Base: Create and update technical documentation, knowledge base articles, and user guides to
support self-service and team cross-training.
• Collaboration: Escalate complex issues to Tier 3 infrastructure or security teams while maintaining ownership
of the user experience.
• Audio/Visual: Assist with the setup and support of conference room technology for meetings and
presentations.
• Security Adherence: Ensure all end-user devices comply with security policies, including patch management
and anti-virus updates.• Adhere to Incident, Problem, Configuration, and Change Management processes and agreed-upon service
levels (SLAs).
• Maven
KNOWLEDGE & EXPERIENCE
• Proven experience in a Desktop Support, Help Desk, or Service Desk role (1-3 years preferred).
• Operating Systems: Strong working knowledge of Microsoft Windows 11 Enterprise environments.
• Ticketing Systems: Experience using ITSM tools to document and track support requests (e.g., Atlassian Jira
Service Management, ServiceNow, or similar).
• Identity Management: Experience with Active Directory Users and Computers (ADUC) and Azure Active
Directory for user and group management.
• Remote Tools: Proficiency with remote support tools (e.g., RDP, TeamViewer, Bomgar, SCCM Remote
Control).
• Networking Basics: Understanding of basic networking concepts (TCP/IP, DNS, DHCP, VPN) to troubleshoot
connectivity issues.
• Security Tools: Experience supporting Multi-Factor Authentication (MFA) and security tokens (e.g., Cisco Duo,
SafeNet, MobilePass).
• Imaging & Software Deployment: Familiarity with automated computer imaging and deployment technologies
(e.g., SCCM, MECM, Intune, or MDT).
• Peripherals: Hands-on experience troubleshooting network printers, scanners, and docking stations.
• Scripting: Basic understanding of PowerShell for task automation is a plus.
• Knowledge of applicable data security/privacy policies (PII handling).
PERSONAL ATTRIBUTES
• Strong commitment to and passion for customer service; ability to remain calm and professional under
pressure.
• Excellent written and oral communication skills; ability to communicate technical ideas in user-friendly
language.
• Excellent listening and interpersonal skills.
• Demonstrated problem-resolution and analytical/critical thinking skills.
• Keen attention to detail.
• Highly self-motivated and directed.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Adaptability: Willingness to learn new technologies and processes as the environment evolves.
WORK CONDITIONS
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer
components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.
• Physically able to lead and/or participate in training sessions, presentations, and meetings.
• In-office work, primarily.
BENEFITS AS A FULL-TIME ASRS EMPLOYEE (DOES NOT APPLY TO TEMPORARY EMPLOYMENT STATUS)
• The State of Arizona offers a comprehensive benefits package that includes:
o Robust and affordable insurance plans (medical, dental, life, short-term and long-term disability
options)o A top-ranked retirement program with employer matched contribution
o 10 paid holidays per year
o Accrued vacation and sick days
o An incentivized commuter club and public transportation subsidy program
o Work-life balance supported by flexible work hours, telework, and Monday thru Friday work weeks
o The opportunity to participate in deferred compensation, credit union membership, and a wellness
program
o Rewarding work that benefits the people of Arizona
o Public Service Loan Forgiveness eligible employer
• The Client is located in midtown Phoenix, within walking distance of the Light Rail.
We also provide free covered parking. We offer a stable work environment and an atmosphere that fosters a
healthy work-life balance.
• By providing the option of a remote work schedule, employees enjoy improved work/life balance, report
higher job satisfaction, and are more productive. Remote work is a management option and not an employee
entitlement or right. An agency may terminate a remote work agreement at its discretion.
Required Skills
1-3 year of proven experience in a Desktop Support, Help Desk, or Service Desk role
Preferred Skills
Ticketing Systems: Experience using ITSM tools to document and track support requests (e.g., Atlassian Jira Service Management, ServiceNow, or similar).
Experience with Active Directory Users and Computers (ADUC)
Remote Tools: Proficiency with remote support tools (e.g., RDP, TeamViewer, Bomgar, SCCM Remote Control)
THIRD PARTY CANDIDATES: Email your candidate/s resume to jb dot resumes at idealforce.com along with the following details: Rate, Current location and Availability.
Disclaimer :The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
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