Job Description :
Location: Phoenix, AZ

Duration: 6 months

Roll: : Phoenix, AZ - IT - AZDOA - ASET - Service Desk Analyst

Please See Attached Full Job Description

The Service Desk is critical to the success of our IT organization. Increasingly, our customers

demand the delivery of a world-class service; our delivery of that service can be the

difference between success and failure for our customers. All Service Desk Technicians are

responsible for providing technical assistance and support related to computer systems,

hardware, or software. Utilizing the Cherwell application, technicians triage, troubleshoot,

diagnose and resolve IT related support issues and dispatch and monitor Incident and

Request tickets as necessary (i.e. software applications, hardware support, Telecom, Internet,

executive support services, etc. They log and track all requests for assistance, respond to

queries, run diagnostic programs, isolate problems, and determine and implement client

focused solutions.

Standard work hours are Monday-Friday, either 7am to 4pm or 8am-5pm. Weekly rotation

for On-Call is required.

The following responsibilities and core skills are expected for every Service Desk Technician:

? Provide technical assistance and support for incoming queries and issues related to

computer systems, software, and hardware

? Respond to queries over the phone

? Respond to email messages for customers seeking help

? Ask questions to determine nature of problem

? Walk customer through problem-solving process

? Support of disaster recovery solutions

? Acts as liaison between business communities and IT

? Intermediate remote access solution implementation and support: VPN

? Document all Service activity and system maintenance documentation in our Cherwell

Ticketing system

? Communication with customers is required, keeping them informed of incident

progress, notifying them of impending changes or agreed outages

? Improve customer service, perception, and satisfaction

? Fast turnaround of customer requests

? Ability to work in a team and communicate effectively

? Work with other Service Delivery teams to ensure requests are routed to the proper

resource in order to be resolved quickly and efficiently

? Appropriately escalate service requests that require higher levels of technical support

? Stay current with system information, changes and updates


? Associate or bachelor’s degree in computer science or a minimum of 4 years of

equivalent work experience working within a Help or Service Desk environment

? Working knowledge of a range of remote administration and diagnostic utilities

? Experience working in an ITIL-driven environment with working knowledge of ITIL

principles and processes

? Extensive application support experience and knowledge of business productivity

tools such as Google G-Suite, G-Mail and MS Office

? Exceptional knowledge of Microsoft Operating Systems and Mac platforms

? Strong knowledge of Cherwell ticketing system preferred

? Ability to independently troubleshoot new technologies as they emerge (including

software) and know when to escalate the issue in a timely manner.

? Proven track record of being detail oriented, with outstanding follow-through

? Able to effectively interact with all levels of the organization

? Excellent oral and written communication skills

? Ease in learning new skills or enhancing existing skills

? Expert planning and organizing

? Expert problem-solving skills, identifying the root cause of a problem

? Always customer focused for all service delivery activities

? Flexible and adaptable is a MUST

? Attention to detail is a MUST

? Demonstrated analytical and troubleshooting skills.

? Shows initiative and acts independently to resolve problems while balancing other

priorities is a MUST

? Must be a team player who will ask for help when stuck on an issue for an extended

time period, report mistakes ASAP and plan with teammates when necessary for

successful outcomes of IT Requests.

? Must be well organized, dependable, and mainta