Reference # 19-00763 Title Service Desk Analyst (Full-Time)
Location Phoenix, ARIZONA
Position Type Contract
Experience Level Contract
Start Date / End Date 16-12-2019 --- 16-06-2020
Description
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.
-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
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

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