Technical Support - Service Desk Analyst

novalink-solutions; Phoenix (AZ); On-site; USD 45,000 - 60,000; Full time

Job summary

Novalink Solutions is seeking a Technical Support - Service Desk Analyst in Phoenix, Arizona. The role involves providing hardware, software, and network support to agency personnel, with a focus on customer service. Ideal candidates will have over 2 years of experience in technical support and hands-on desktop support, with advanced training preferred.

This position begins with 7-10 days of onsite training before transitioning to remote work. Join a dedicated team where you can leverage your skills and contribute to efficient service delivery.

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 to all agency personnel.
• Troubleshoot issues presented by customers.
• Be the primary customer contact for assigned tickets.
• Escalate incidents and requests that cannot be resolved.
• Create incident and request tickets accurately.
• Review existing and new knowledge base articles.
• Identify trends or patterns in reported issues.

Skills

Technical support experience

Desktop support

Customer service

Education

A+ Certification

Microsoft Certification

Google Certification

Job description

Technical Support - Service Desk Analyst

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

• Actual Job Title: Technical Support - Service Desk Analyst
• Job Type: FT Contract
• Date Opened: 06/24/2026
• Target Date: 06/26/2026
• City: Phoenix
• State/Province: Arizona
• Country: United States
• Assigned Recruiter(s): Sneha Nelluri, Mohammed Nazer
• Number of Positions: 1

Job Description

Local candidates to Phoenix only.

First 7-10 days is onsite for training then remote after that.

Please do not submit anyone that was submitted to 11090.

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.
• Create, update, and review existing and new knowledge base articles based upon calls received.
• Identify trends or patterns in reported issues and update and maintain the knowledge base as appropriate.

Qualifications

• 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.