Job Description :
IDEALFORCE has a Contract position available immediately for a Service Desk Analyst I to join our customer in Phoenix, AZ. 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 candidates local to Phoenix/AZ are considered for this role as it requires an in person interview.
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This position provides the second level of support to end users by handling service requests that have been escalated by lower tiers. Support will be provided onsite, remotely, over the phone, or via email. They will be required to develop solutions for network, desktop, and server problems. They will have the ability to analyze existing systems and make proactive recommendations for improvements. Develops, maintains, and implements all systems, applications, and networking configurations.

THE POSITION DUTIES INCLUDE:
Perform escalated Help Desk functions including answering requests for assistance, creating tickets, and performing troubleshooting operations
Answers user inquiries regarding computer software or hardware operation to resolve problems;
Troubleshoots network-related or network software-related problems
Maintain agency servers and 3rd party systems
Maintain documentation and desk procedures for all team functions
Provide desk-side support to end users
Create and maintain desktop computer images, documentation, and Minimum Security Baselines (MSBs)
Research new technology
Other duties as assigned.

Required skills:
Knowledge of Microsoft Servers and Windows 7 and Windows 10 operating systems
Understanding of network architecture
Understanding of PC architecture
Knowledgeable in computer hardware and software
Well-developed facilitation skills to work among individuals from various departments and locations
Proven organizational, Communication and written skills
Demonstrated problem resolution skills and analytical ability
Ability to work independently with minimal supervision
Ability to adapt to the changing needs of the agency
Ability to effectively evaluate and respond appropriately to situations
Ability to multi-task

Preferred skills:
Associate’s degree or 1-2 years’ experience in a technical support position
Help Desk Knowledge, managing, escalating, documentation
Strong aptitude for, and disposition toward, customer service
Experience with Kofax
Experience with SCCM
Any certification is a plus

ADDITIONAL INFORMATION
- "All your information will be kept confidential according to EEO guidelines".
- All candidates who are authorized to work in US are encouraged to apply.
- Most of our positions require Candidate to clear the Background check prior to commencing the assignment.

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.
             

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