Service Desk Technician I - 24/7 IT Support (Chandler)

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

Job summary

Inserso Corporation in Chandler, AZ is seeking a Service Desk Technician Level I to deliver first-line IT support at a government site. You will handle phones, chat, and email, create ServiceNow tickets, and resolve issues per knowledge base and standard procedures.

Ideal candidates have 1 year IT support experience, Windows OS and Office 365 familiarity, and comfort working 24x7x365. This role requires US citizenship and strong customer service skills.

Qualifications

• Must be a U.S. citizen and pass the DHS Employment Eligibility Verification process.
• 1 year of IT support experience, preferably in Help/Service Desk or Call Center environment.
• Experience troubleshooting local systems setup and local network issues.
• Experience using a Knowledge Base and established procedures to resolve inquiries.
• Experience with Windows operating system and Microsoft Office O365.

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 that may be found in Knowledgebase and/or manuals.
• Cooperating and supporting colleagues and interacting with other support groups.
• Analyzing information and evaluating results to choose the best solution to solve issues.
• Observing, receiving, and otherwise obtaining information from any relevant source.
• Resolve technical issues within the policies and guidelines provided.
• Follow the knowledge base and priority matrix for issue resolution.
• Remote diagnostics and troubleshooting client workstations.
• Respond to general inquiries and non-technical questions.
• Providing prompt and courteous customer service.
• Troubleshoot and resolve incidents and problems.
• Provide website navigation assistance.
• Password recovery/reset.

Skills

IT Support Experience

Windows OS

Office 365

24x7x365 support

Customer service

Education

High School Diploma or GED

Tools

ServiceNow

Job description

Inserso Corporation in Chandler, AZ is seeking a Service Desk Technician Level I to deliver first-line IT support at a government site. You will handle phones, chat, and email, create ServiceNow tickets, and resolve issues per knowledge base and standard procedures.

Ideal candidates have 1 year IT support experience, Windows OS and Office 365 familiarity, and comfort working 24x7x365. This role requires US citizenship and strong customer service skills.