Expertise in HP/Dell hardware products needed.

W2 Role only.

State of AZ AZDEQ - Technical Support - Service Desk Analyst Req # 1638 (100% Onsite)

Location: 1110 W. Washington, Phoenix, AZ, 85007

Shifts: 8:00AM 5:00PM (40 hours)

Closing: 12/11/2024

Position Description:

Service Desk Analyst

Open, monitor, work, and close tickets in a ticket tracking system responding promptly to customer needs.

Monitor calls, including tickets entered in the ticket tracking system for problems; verifies user information;

Communicate outstanding issues and status resolution to users and supervisor, programming support staff, other government agencies, and community partners as applicable to meet commitments.

Skills Required:

Exceptional customer service skills, including effective listening and problem-resolution techniques with attention to detail.

Excellent interpersonal, written, and oral communication skills.

Critical thinking, problem-solving, effective decision-making, engaging in critical thinking using logic and reasoning, working collaboratively or independently.

Handle phone calls and walk-ups while juggling multiple other priorities.

Determine the impact of issues and recommend changes to improve efficiency and reduce waste.

Balance, prioritize, and organize multiple tasks and adjust plans accordingly.

Imaging desktops, laptops, and tablets and deploying equipment to agency staff.

Skills Preferred:

Ability to analyze and diagnose desktop computer software problems in a network environment.

Analyze complex issues and resolve incidents efficiently and effectively.

Work Experience Required:

2-4 years of technical service desk experience or equivalent experience,

Certification in Microsoft products, CompTIA A+, and accreditation in HP/Dell hardware products.

Education/Training Required

At a minimum, the preferred candidate will possess an associate's degree in the IT Field.