Job Description :
IDEALFORCE has multiple Contract positions available immediately for Service Desk Analyst to join our customer in Phoenix Arizona. 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. Client is considering only LOCAL Candidates for this role.

Job Description:
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, 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. Participate in projects to Improve customer service, efficiency, and/or productivity of the Resolution Center/ Service Desk.

JOB DUTIES:
- 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 with Windows 7, 8, 10
- Intermediate experience with Microsoft Office Products




THIRD PARTY CANDIDATES:
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.