Reference # 19-00541 Title Service Desk Analyst
Location Phoenix, ARIZONA
Position Type Contract
Experience Level Contract
Start Date / End Date 26-08-2019 --- 30-06-2020
Description of Duties
Position will be under general supervision and be responsible for providing level one telephone support by responding to incoming calls from General/Password/Dispatch/VO/Cellphone queues regarding mainframe peripherals, thin clients, personal computers, personal computer peripherals, printers, telephone services, cellular services, standard agency desktop applications (Microsoft Office Suite, Gmail, Google Calendaring, Chrome, VDI, VPN, etc.) for the agency. Creating incident and/or request tickets requiring: Validation of customer information, prioritization and classification of incident or request and documentation of all aspects of call including customer interaction and actions taken. Troubleshoot all technical and non-technical issues presented by customers using all tools and resources available.

" Provide telephone and remote desktop assistance for customer with questions regarding GMail and Google Calendar migration to desktops and cell phones
" Provide timely hardware, software, voice, and network help desk support to all agency personnel through all means available. (includes assisting new users, configuring workstations, troubleshooting standard software) troubleshoot all technical and non-technical issues presented by customers using all tools and resources available
" Receive and troubleshoot: issues escalated by Help Desk Analysts; issues received through self-service; issues received via call center queues
" Responsible for: escalating and property routing incidents and requests that cannot be resolved by the Resolution Center/Service Desk; creating, updating, and review of existing and new knowledge base articles based upon call received
" Create incident and/or request tickets

Required Skills
" Intermediate experience in Windows 7, 9, 10
" Intermediate experience in GMail & Google Calendar
" Intermediate experience in Microsoft Office Products
" Experience in assisting users with system migrations