Service Desk Analyst (Only local and w2)

22 Nov 2024

Vacancy expired!

Position Description:Position will require at least 1 to 2 days training in the office and the rest of the training will be handled remotely. Resolution Center Hours of Operation will be 6am to 5pm Monday through Friday and the possibility of Saturday and Sunday hours 8am to 5pm. Contractors will be scheduled to work 8 hours per day, (1 hour unpaid lunch break will be scheduled for all working days), 5 days a week. Work days and hours will vary from week to week in order to provide adequate coverage for a possible 7-day work week. Upon completion of in-house/remote training, position will be a telework position and contractor must have the ability to provide a wired connection to the internet at the contractors expense. The state will provide PC, phone, and vpn equipment for connecting to the DES network. Position will be under general supervision and set up in a teleworking environment upon completion of training and will be responsible for providing level one telephone support by responding to incoming calls and or self-service tickets from general and password phone queues and self-service portal regarding state-issued and personal desktop computers, laptops, tablets, smartphones, thin clients, all peripherals, printers, telephone services, cellular services, desktop softphones, standard agency desktop applications (Microsoft Office Suite, Gmail, Google Calendaring, Google Workspace applications, Chrome, Internet Explorer, VMWare Horizon, Cisco VPN, Azure, mainframe emulators, etc.) for the agency. Create 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. JOB DUTIES: - Provide telephone, email, chat, and remote desktop assistance for customer with questions and assistance on desktop operating systems, desktop softphones, and applications including network connection troublshooting and assistance to both internal office staff and the teleworking workforce. - Provide timely hardware, software, voice, and network help desk support to all agency personnel through all means available. (includes assisting new users with logging in and setting up desktop applications, configuring workstations, desktop softphone assistance, 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 -Create knowledgebase articles Windows 10 - Intermediate - 2 years - Required Gmail, Google Calendar, Google Workspace applications - Intermediate - 2 years - Required Microsoft Office Products - Intermediate - 2 years - Required Cisco AnyConnect - Intermediate - 2 years - Required Android and iOS - Intermediate - 2 years - Required Microsoft Active Directory - Intermediate - 2 years - Required

  • ID: #23275508
  • State: Arizona Phoenix 85007 Phoenix USA
  • City: Phoenix
  • Salary: USD TBD TBD
  • Job type: Contract
  • Showed: 2021-11-22
  • Deadline: 2022-01-18
  • Category: Et cetera