Job Description :
IDEALFORCE has a CONTRACT position available immediately for an Entry level Help Desk Analyst to join our customer in Phoenix AZ. This is an ONSITE position. Please find below additional details about this job. Kindly respond with your most up to date resume if you would like to pursue this opportunity. Only Local Candidates are considered for this role.This is a 3rd shift role with nights and weekends mandatory.

Job Responsibilities:
- Receives calls, emails, and web inquiries for end users and other external Help Desks
- Tracks and logs inquiries into a ticket management database; classifies tickets according to severity classifications
- Ensures customer contact and information is accurate on tickets
- Troubleshoots and provides solutions to frequently asked questions/requests
- Routes inquiries to appropriate teams for triage or resolution
- Updates and maintains databases
- Monitors internal customer help desk system
- Performs other duties appropriate to the assignment

Knowledge of:
- General vendor technologies
- Customer service principles
- Personal computers and common computer software applications
- General functional characteristics and capabilities of operating systems for Windows
- Basic wireless networking functionality and capability
- Basic desktop and laptop support and troubleshooting

Skill in:
- Verbal and written communication
- Establishing and maintaining interpersonal relationships
- Time management and organization
- Prioritization
- Taking a customer-centric approach to troubleshooting

Ability to:
- Synthesize feedback and adjust accordingly
- Take initiative to research or seek customer feedback to improve service
- Meet strict deadlines
- Continuously participate in process improvement practices

Preferred Qualifications:
- Associate’s degree
- Three to five (3-5) years experience at a help desk in tier 1 or tier 2 support

Additional Details for this Position:
- In-state travel may be required. Will require to clear driver''s license record checks, must maintain acceptable driving records and must complete any required driver training.
- Consultants may be required to use their own transportation as well as maintaining valid motor vehicle insurance; however, mileage will be reimbursed.
- Applicants for this position will be required secure and maintain an Arizona Fingerprint Clearance Card.

Email your candidate/s resume to joseph dot shelton at along with the following details: Rate, Current location and Availability.

Disclaimer :
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.