Overview
On Site
$18 - $21
Contract - W2
Contract - Independent
Contract - 24 Month(s)
Skills
Azure
Cisco
Desktop Support
Google Calendar
Microsoft Office
Microsoft Office Suite
Office Suite
VPN
computer peripherals
customer
customer interaction
desktops
help desk
help desk support
information
personal computer
personal computers
printers
tech support
technical training
Job Details
Service Desk Analyst with the State of AZ (Locals to AZ only)
| This position will provide level one support by responding to incoming calls from Resolution Center phone queues, self-service ticket submissions, and various other methods for receiving requests for support (email and chat included)regarding clients, personal computers, personal computer peripherals, printers, telephone services, cellular services, Active Directory assistance, Google account assistance, VPN account assistance, and standard agency desktop applications (Microsoft Office Suite, Google Workspace, VPN, virtual desktops, etc.) for the agency. The state of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, commissions, many State employees participate in the State's Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance. Duties: • Provide timely hardware, software, voice, and network help desk support to all agency personnel through all means available. (Includes assisting new users, configuring desktops remotely, troubleshooting standard software) Troubleshoot issues presented by customers using all tools and resources available. • Be the primary customer contact for status of assigned tickets until problem is resolved and ticket is closed. Escalate and properly route incidents and requests that cannot be resolved by the Resolution Center/Service Desk. Create incident and request tickets requiring validation of customer information, and accurate recording of details of issue/request, including customer interaction and actions taken in the division ticketing system. • Participation in projects to improve customer service, efficiency, and/or productivity of the Resolution Center/Helpdesk. Create, update, and review of existing and new knowledge base articles based upon call received. • Identify trends or patterns in reported issues. Update and maintain issues knowledge base as appropriate Participation in projects to improve customer service, efficiency, and/or productivity of the Resolution Center/Helpdesk. Create, update, and review existing and new knowledge base articles based upon call received. | ||
| Skills Required | Technology Skill Level (Beginner, Intermediate, Advanced, Expert) Experience (Years) Win10 PC's /Laptops Intermediate 2 years required Gmail, Google Calendar, Google Chat/Meets, Google Workspace applications Intermediate 2 years required Microsoft Office Products Intermediate 2 years required VMWare/Azure Virtual Desktop Support Intermediate 2 years required Cisco Any connect Intermediate 2 years required Android /IOS Intermediate 2 years required Microsoft Active Directory Intermediate 2 years required | |
| Skills Preferred | ||
| Experience Required | • 2 years of experience in tech support • 2 years of experience in Customer Service (preferably call centers) • Advanced technical training (A+, Microsoft, Google, Hardware, Software, customer service) preferred. | |
| Experience Preferred | ||
| Education Required | Minimum Education Level: Associate Degree or 2 years or more of IT experience. |