Service Desk Technician I - 24/7 Government Site Support

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

Job summary

Inserso in Chandler, AZ is seeking a Service Desk Technician Level I to join our government-site support team. You will handle first-line incident resolution, answer phones, chat, and email, and create ServiceNow tickets to track issues.

The role requires strong communication, a HS diploma, 1 year IT support, familiarity with Windows and Office 365, and the ability to work 24x7x365 including weekends. DHS clearance is not required.

Qualifications

• Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process.
• High School Diploma or GED.
• 1 year of IT Support experience, preferably in Help/Service Desk or Call Center environment.
• Experience troubleshooting local systems set-up and local network issues.
• Experience using a Knowledge Base and established procedures to resolve inquiries.
• Experience with Windows operating system.
• Experience with Microsoft Office 365.
• Willingness 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 in ServiceNow to resolve issues.
• Provide first-line customer support and reference knowledge bases/manuals.
• Coordinate with colleagues and other support groups.
• Analyze information to choose best solutions.
• Provide remote diagnostics and troubleshooting for client workstations.
• Follow knowledge base and priority matrix for resolution.
• Resolve incidents and problems promptly.
• Assist with website navigation and password resets.

Skills

Customer service

Clear communication

Troubleshooting

End-user support

Team collaboration

Education

High School Diploma or GED

Tools

ServiceNow

Remedy

ZenDesk

Remote Desktop

Windows OS

Job description

Inserso in Chandler, AZ is seeking a Service Desk Technician Level I to join our government-site support team. You will handle first-line incident resolution, answer phones, chat, and email, and create ServiceNow tickets to track issues.

The role requires strong communication, a HS diploma, 1 year IT support, familiarity with Windows and Office 365, and the ability to work 24x7x365 including weekends. DHS clearance is not required.