Phoenix, AZ - IT - Service Desk Analyst

Indotronix UK; Phoenix (AZ); Hybrid; USD 42,000 - 54,000; Full time

Job summary

DES is seeking an experienced Service Desk Analyst in Phoenix, AZ to provide Level 1 technical support to agency users. First 2 weeks are onsite for training, then remote. The role handles hardware, software, network, and account-related issues with support via phone, email, chat, and ticketing systems.

Responsibilities include assisting end users, troubleshooting issues, and maintaining documentation. Working with ServiceNow, Active Directory, VPN, printers, and Google Workspace will be

Qualifications

• Provide Level 1 help desk support for hardware, software, network, and voice-related issues.
• Triage and resolve Level 1 support requests via phone, email, chat, and ticketing systems.
• Escalate unresolved issues to appropriate support teams and maintain documentation.

Responsibilities

• Provide Level 1 help desk support for hardware, software, network, and voice-related issues.
• Troubleshoot and resolve technical issues for end users.
• Manage and update support tickets in ServiceNow.
• Support Active Directory, VPN access, and mobile devices.

Skills

Customer service

Communication skills

Troubleshooting

Phone support

Tools

Microsoft Office

Google Workspace

ServiceNow

Active Directory

VPN

Printers

Virtual desktops

Job description

[Phoenix, AZ, 85007], United States

Job Description

Service Desk Analyst

Phoenix, AZ (Local Candidates Only)

First 2 Weeks Onsite for Training, Then Remote

Job Summary:
DES is seeking an experienced Service Desk Analyst to provide Level 1 technical support to agency users. The ideal candidate will handle incoming support requests via phone, email, chat, and ticketing systems while delivering excellent customer service and resolving hardware, software, network, and account-related issues.

Responsibilities:

• Provide Level 1 help desk support for hardware, software, network, and voice-related issues.
• Troubleshoot and resolve technica...

Experience

6 Years

Primary Skills

Microsoft Office, software, printers, Google Workspace, virtual desktops, Provide Level 1 help desk support for hardware, network, and voice-related issues. Troubleshoot and resolve technical issues for end users. Manage and update support tickets in ServiceNow. Support Active Directory, VPN access, and mobile devices. Escalate unresolved issues to appropriate support teams. Maintain accurate documentation and knowledge base articles. Serve as the primary point of contact for assigned tickets until resolution.