Job Description :
IDEALFORCE has a CONTRACT position available immediately for a Service 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.
Job Summary:
Work in a call center environment to provide technical assistance to customers on agency issues, services, network, and/or computer hardware and software issues, providing basic level troubleshooting to uncover known issues. Provides answers to simple, frequently asked questions. Resolve customer computer issues over the phone and refer the issues to second level technical support as necessary.
Major Responsibilities/ Essential Functions:
- Provides assistance to customers and personnel in the area of computer and network problem resolution, efficient software usage techniques, proper usage of utilities and other software.
- Troubleshoots hardware and software failures. Coordinates with other units. Conducts diagnostic tests and research of hardware and software.
- Prepares user documentation and technical documentation.
- Maintains technical knowledge and working with Desktop and Network Administration teams.
Knowledge
- Comprehension of the operation of wide-area and local-area networks, terminal services and network architecture and how it relates to personal computer operation
- Detailed operational knowledge of various software products in use (Google, Word, Excel, PowerPoint, Access, Outlook, and Internet Explorer) and how the software applies to business applications
- Interview techniques to guide user in fully describing problem and prevent a mis-diagnosis
- Network design, operations, software installation, computer troubleshooting and repair
- Principles and operations of personal computers and network hardware
- Agency and/or organizational program(s)
- Applicable laws, rules, regulations and/or policies and procedures
Skill:
- Analyzing and resolving computer systems problems (software and hardware)
- Analytical thinking and logical decision-making
- Communicating effectively, both orally and in writing
- Have good telephone and customer service skills, and gain respect from others
- Deal with people in a manner which shows sensitivity, tact, and professionalism
- Is a good team player as well as work independently
- Read, interpret and apply laws, rules, regulations, policies and/or procedures
Ability:
- Interpersonal relations with customers, team members, desktop / network teams
Selective Preferences:
- Help desk - at least one year of job experience in an IT technical support position in a call center environment
- One to three years of on-the-job training related to IT Helpdesk, Desktop Administration / LAN support and troubleshooting
- Formal training or certification in the areas of software applications, network systems administration and/or computer
THIRD PARTY CANDIDATES:
Email your candidate/s resume to jb dot resumes 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.