Reference # 19-00816 Title IT Service Desk Coordinator I
Location Glendale, ARIZONA
Position Type Contract
Experience Level Contract
Start Date / End Date 06-01-2020 --- 06-07-2020
Description
Duties:
The qualified candidate will have:

Strong technical background.
Good knowledge of Microsoft Office applications.
Knowledge of basic hardware configuration.
Good knowledge of user account administration, (Active Directory).
Knowledge of basic networking infrastructures.
Connecting to a database or application using ODBC.
Experience in a critical real-time production environment.
Excellent communication skills.
Experience in an end user based environment.
Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly.
Self-motivated and ability to work on own initiative in a pressure environment.
Willing to work variable shifts including evenings, weekends and public holidays.

Responsibilities
Answers phone calls from end users experiencing IT related issues
Creates Help Desk tickets to track technical issues
Identifies and records incidents in a clear and concise manner enabling the issue to be communicated properly
Resolves the problem if possible
Escalate calls to the appropriate higher level if unable to resolve the issue
Remotely access PCs to resolve issues
Prioritize daily work assignments and issues
Maintain communication for all parties
Install new software or update existing software when directed
Change and reset passwords in Active Directory
Unlock users accounts in Active Directory
Troubleshoot VDI (Virtual Desktop Infrastructure) issues with end users
Create and maintain technical documents

Skills:
Must have at least one year of previous IT Help Desk experience
Must have GED or high school diploma
Must have excellent communication skills in person, on the phone and email
Must have solid troubleshooting skills
Must be able to work unattended for periods of time
Must be able to learn new technical concepts quickly and readily
Must have a solid knowledge about computers in general and in particular: Windows 10, MS Office and the Internet
Must be able to work well in a team environment, as well as on an individual basis, and have a desire to help the end users

Education:
Bachelor's degree in related area or an equivalent combination of education and experience preferred, but not required.