Entry-Level Service Desk Technician - 24/7 Support

Inserso Corporation; Tucson (AZ); On-site; USD 42,000 - 54,000; Full time

Job summary

Inserso Corporation is seeking a Service Desk Technician Level I for a government customer site in Chandler, AZ. You will be the first line of support, handling phones, chats, and emails, and creating tickets in ServiceNow to resolve user issues.

The role requires excellent communication, ability to multitask in a fast-paced environment, and familiarity with Windows OS and Office 365. A DHS eligibility verification and U.S. citizenship are required, with availability for 24x7x365 operations.

Qualifications

• 1 year of IT Support experience, preferably in Help/Service Desk or Call Center.
• Experience troubleshooting local systems set-up and local network issues.
• Experience using a Knowledge Base and/or established procedures to resolve end-user inquiries.
• Experience with Windows operating system.
• Experience with Microsoft Office 365 (Office O365).
• Must be a U.S. Citizen and pass the DHS E-Verify process.
• Punctuality and ability to work in a 24x7x365 environment including weekends and holidays.
• Experience working with customers over the phone.

Responsibilities

• Answer phones, chat, and/or email and create tickets using ServiceNow to help resolve/track user issues.
• Offer first line of customer support and provide information from Knowledgebase or manuals.
• Cooperate with colleagues and interact with other support groups.
• Analyze information and evaluate results to choose the best solution.
• Observe and obtain information from relevant sources.
• Resolve incidents within policies and guidelines.
• Follow knowledge base and priority matrix for issue resolution.
• Remote diagnostics and troubleshooting client workstations.
• Respond to general inquiries and non-technical questions.
• Provide prompt and courteous customer service.
• Troubleshoot and resolve incidents and problems.
• Provide website navigation assistance.
• Password recovery/reset.

Skills

IT Support experience

Strong communication

Multitasking

Knowledge base usage

Customer service

Remote diagnostics

Education

High School Diploma or GED

Tools

ServiceNow

Remedy

ZenDesk

Remote Desktop

BOMGAR

RDP

Job description

Inserso Corporation is seeking a Service Desk Technician Level I for a government customer site in Chandler, AZ. You will be the first line of support, handling phones, chats, and emails, and creating tickets in ServiceNow to resolve user issues.

The role requires excellent communication, ability to multitask in a fast-paced environment, and familiarity with Windows OS and Office 365. A DHS eligibility verification and U.S. citizenship are required, with availability for 24x7x365 operations.