Service Desk Analyst , Phoenix, AZ (Hybrid)

Service Desk Analyst , Phoenix, AZ (Hybrid)

Location: Phoenix, AZ 85007 , Hybrid (first 7–10 days onsite for training, then remote)
Type: Contract (6 months), Monday–Friday, 8:00 AM–5:00 PM
Start: Tentative, dependent on interview and onboarding

About the Role

SunSoft Online is seeking an experienced Service Desk Analyst for a contract opportunity with an Arizona state agency. This role provides level-one technical support, responding to incoming calls, self-service tickets, email, and chat for support requests involving workstations, peripherals, printers, telephone and cellular services, Active Directory, Google account and VPN assistance, and standard desktop applications.

Essential Duties

• Provide timely hardware, software, voice, and network help desk support to agency personnel
• Troubleshoot customer issues using all available tools and resources
• Serve as the primary contact for assigned tickets until resolved and closed
• Escalate and route incidents that can't be resolved at the service desk
• Create and document incident and request tickets accurately in the ticketing system
• Create, update, and review knowledge base articles
• Identify trends or patterns in reported issues
• Participate in projects to improve customer service and efficiency

Knowledge Of

• Windows Operating Systems
• ServiceNow
• Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Google Workspace (Gmail, Drive, etc.)

Ideal Candidate Will Have

• 2 years' experience providing technical support in a call center environment
• 2 years' experience providing hands-on desktop support
• Advanced technical training (A+, Microsoft, Google, hardware/software, customer service) preferred

Additional Details

• Must be local to the Phoenix area (current location must be listed on resume)
  
• Available for an in-person interview within one week
• Able to start within two weeks of an offer
• HireRight background check and drug screening required

To apply, submit your resume with your current city and state listed.