What are the responsibilities and job description for the Service Desk Analyst position at TEXCEL INFOTECH?
This will be a remote position but will require at least a day in the office for initial training and equipment pickup.
RTR
I, canddiate name authorize texcelvision to submit me for Service Desk Analyst AZDES - DTS -Phoenix, AZ -
BG
Any issues with BG Check? Any misdemanoes? If yes, details (type/year/month)
***The resource MUST be able to clear a 7 year Package A background, obtain a Fingerprint Clearance Card, and
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, desk phones, 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 received through self-service; issues received via call center queues; issues received through chat; or issues assigned by supervisor
-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 - Required
Gmail, Google Calendar, Google Workspace applications - Intermediate -2 - Required
Microsoft Office Products - Intermediate -2 - Required
Cisco AnyConnect - Intermediate -2 - Required
Android and iOS - Intermediate -2 - Required
Microsoft Active Directory - Intermediate -2 - Required
Job Types: Full-time, Contract
Pay: $12.00 - $18.00 per hour
Schedule:
- 10 hour shift
- 12 hour shift
- 8 hour shift
Education:
- High school or equivalent (Preferred)
Experience:
- Help desk: 6 years (Preferred)
- Windows: 5 years (Preferred)
Work Location: One location