05 Dec
Arizona,
Phoenix
, 85001
Phoenix
USA
Vacancy expired!
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. Description of DutiesResolution Center Hours of Operation will be 6am to 5pm Monday through Friday and 8am to 5pm Saturday and Sunday. 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 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, standard agency desktop applications (Microsoft Office Suite, Gmail, Google Calendaring, Google Hangouts Chat and Meets, 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 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, 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.Technology: Level: IntermediateWindows 10; Gmail, Google Calendar, Hangouts Chat; Microsoft Office Products; Cisco AnyConnect; Android and iOS; Microsoft Active Directory THIRD PARTY CANDIDATES:Email your candidate/s resume to jb dot resumes at idealforce.com 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.
Vacancy expired!
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