Service Desk Analyst , Phoenix, AZ (Hybrid)

SunSoft Online LLC; Phoenix (AZ); Hybrid; USD 45,000 - 65,000; Full time

Job summary

SunSoft Online LLC seeks an experienced Service Desk Analyst for a hybrid contract position supporting an Arizona state agency. The successful candidate will provide level-one technical support, responding to various support requests involving workstations, printers, and desktop applications.

Applicants should have 2 years of technical support experience and be ready for an in-person interview within a week. The role offers a 6-month contract with hybrid work after the initial onsite training period.

Qualifications

• 2 years' experience providing technical support in a call center environment.
• 2 years' experience providing hands-on desktop support.
• Advanced technical training preferred.

Responsibilities

• Provide timely hardware, software, voice, and network help desk support.
• Troubleshoot customer issues using all available tools and resources.
• Create and document incident and request tickets accurately.

Skills

Technical support

Troubleshooting

Customer service

Windows Operating Systems

ServiceNow

Microsoft Office

Education

A+, Microsoft, Google certifications

Tools

ServiceNow

Ticketing system

Job description

Phoenix, United States | Posted on 06/24/2026

Location: Phoenix, AZ 85007 , Hybrid (first 7–10 days onsite for training, then remote)

Type: Contract (6 months), Monday–Friday, 8:00 AM–5:00 PM

Start: Tentative, dependent on interview and onboarding

About the Role

SunSoft Online is seeking an experienced Service Desk Analyst for a contract opportunity with an Arizona state agency. This role provides level‑one technical support, responding to incoming calls, self‑service tickets, email, and chat for support requests involving workstations, peripherals, printers, telephone and cellular services, Active Directory, Google account and VPN assistance, and standard desktop applications.

• Provide timely hardware, software, voice, and network help desk support to agency personnel
• Troubleshoot customer issues using all available tools and resources
• Serve as the primary contact for assigned tickets until resolved and closed
• Escalate and route incidents that can’t be resolved at the service desk
• Create and document incident and request tickets accurately in the ticketing system
• Create, update, and review knowledge base articles
• Identify trends or patterns in reported issues
• Participate in projects to improve customer service and efficiency

Knowledge Of

• Windows Operating Systems
• ServiceNow
• Microsoft Office (Word, Excel, Outlook, PowerPoint)

Ideal Candidate Will Have

• 2 years' experience providing technical support in a call center environment
• 2 years' experience providing hands‑on desktop support
• Advanced technical training (A+, Microsoft, Google, hardware/software, customer service) preferred
• Must be local to the Phoenix area (current location must be listed on resume)
• Available for an in‑person interview within one week
• Able to start within two weeks of an offer
• HireRight background check and drug screening required

To apply, submit your resume with your current city and state listed.