IT Help Desk Analyst: Level-One Support Specialist

Socket.dev; Phoenix (AZ); On-site; USD 42,000 - 64,000; Full time

Job summary

DES is seeking an experienced Service Desk Analyst to provide level-one support to a US-based organization. You will handle incoming calls, emails, chat, and self-service tickets for workstations, peripherals, printers, VPN, and standard office apps.

The ideal candidate has 2 years in a call center environment and hands-on desktop support, plus training such as A+, Google, or Microsoft. Familiarity with Active Directory, ServiceNow, and Google Workspace is preferred.

Qualifications

• 2 years’ experience in technical support in a call center.
• 2 years’ hands-on desktop support experience.
• Advanced technical training (A+, Microsoft, Google, Hardware, Software, customer service) preferred

Responsibilities

• Provide timely hardware, software, voice, and network help desk support to all agency personnel through all means available.
• Troubleshoot issues presented by customers using all tools and resources available.
• Be the primary customer contact for status of assigned tickets until the 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/Help desk.
• Create, update, and review of existing and new knowledge base articles based upon call received.
• Identify trends or patterns in reported issues and update and maintain issues knowledge base as appropriate.

Skills

Level-One support

Customer service

Call center environment

Tools

Active Directory

Remote desktop

ServiceNow

Job description

DES is seeking an experienced Service Desk Analyst to provide level-one support to a US-based organization. You will handle incoming calls, emails, chat, and self-service tickets for workstations, peripherals, printers, VPN, and standard office apps.

The ideal candidate has 2 years in a call center environment and hands-on desktop support, plus training such as A+, Google, or Microsoft. Familiarity with Active Directory, ServiceNow, and Google Workspace is preferred.