Reference # 19-00567 Title Tier 2 Service Desk Analyst
Location Phoenix, ARIZONA
Position Type Contract
Experience Level Contract
Start Date / End Date 02-09-2019 --- 02-09-2020
Description
Role and Responsibilities
Needed: A support Desk Technician with a customer centric approach to problem solving. This team member will assist in supporting Client ITG's (Information Technology Group) Support Desk. The Service Desk is in operation from 7:00am - 5:30pm Monday - Friday, excluding State holidays. Resources will need to be available for an eight hour shift during this time frame. The service desk supports internal customers at Client. These customers range from field workers to the Director. This position will be providing; Support for Server, Desktop, and customers issues on the Client network. Fixes to computer related problems; troubleshoot hardware problems; research and implement potential solutions; support agency's warranty and non-warranty computer and printer repair work. Implementation of software patches, security fixes, and tests, validates modified system configurations, install and configure PC hardware, software and peripherals. Assistance with major deployments of hardware and software, monitor system reliability and availability, assigned project tasks and attending section staff meetings. Maintenance on hardware and software packages to include client and server platforms. Training to new staff members how to troubleshoot problems, setup and install, network related hardware, software and other peripherals. Will also provide training to customers how to use PC related software and hardware. Monitors compliance with standards for systems software and documentation. Position is restricted to local candidates and job duties cannot be performed remotely.

Qualifications and Education Requirements
-General working knowledge of infrastructure technologies and in-house developed applications utilized in the enterprise
-Ticketing and Department operating procedures
-Experience using remote connectivity tools and protocols
-Knowledge of Microsoft products including operating systems and Office
-Computer hardware configuration and repair knowledge
-Knowledge of Ethernet network topology to assist with troubleshooting network issues
-Knowledge of IT infrastructure industry standards and best practices
- Experience with Active Directory
-Experience with Windows 7
-Experience with Project Management
-Experience with Scripting
-Experience with SQL
-Experience with Backup solutions
-Minimum 3 years of current working experience in an IT field

Associate/Bachelor 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 Client after hire.

Skills
Strong customer service skills
Excellent interpersonal, written and oral communication skills
Advanced troubleshooting and problem solving skills
Excellent self-organization and time management skills
Problem definition and alternative analysis skills
Detail Oriented
Ability to work collaboratively in teams and across organizations
Ability to synthesize feedback and adjust plans accordingly
Ability to develop and write technical documentation
Ability to evaluate and test emerging technologies
Ability to apply creative solutions to business problems to ensure business needs are most effectively met

Resource will be working in a professional environment and will be held to a dress code standard