|Reference #||18-01782||Title||Service Desk Analyst|
|Start Date / End Date||19-11-2018 --- 19-05-2019|
WORKING SHIFT: 9:00AM-5:30PM
Role and Responsibilities
Needed: A support Desk Technician with a customer centric approach to problem solving. This team member will assist in supporting ADOT (Arizona Department of Transportation) ITG's (Information Technology Group) Service Desk. Resources will need to be available for an eight hour shift during this time frame. The Service Desk supports internal customers at ADOT. These customers range from field workers to the Director. The Service Desk is the first interaction the customer has with ITG. Candidates submitted to this position will need to be able to understand/document customer needs, troubleshoot with customer, and have a broad understanding of IT services structure to escalate calls. ITG supports desktop applications, web based applications, client/server applications, computer/networking hardware, standard operating systems, MVD third party software applications, internally developed custom applications, etc. Position is restricted to local candidates and job duties cannot be performed remotely.
Qualifications and Education Requirements
-Experience in a call center supporting Windows 7 and 10 and Office 2013.
-Working knowledge of customer service principles and processes
-Knowledge of desktop applications, web-based applications, client/server applications, computer/networking hardware, standard operating systems, common third-party software applications, internally developed custom applications, application integrations, networking protocols, ISO27000/NIST 800 security concepts, and any other computer-related technologies
-Minimum 6 months to 1 year current working experience in an IT field
Associate's degree in a related field is preferred
Resource will need to obtain an ACJIS Clearance https://www.azdps.gov/organization/tsd/cjs. This will be provided by ADOT after hire.
Strong Customer Service Skills
Excellent interpersonal, written and oral communication skills