Service Desk Analyst Sr

IDEALFORCE has a CONTRACT position available immediately for a Service Desk Analyst Sr 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. Job Description Responds promptly to customer requests; takes a customer-centric approach to problem solving; prioritizes tasks for him or herself; assists in prioritization of the Help Desk queue; thoroughly documents all interactions; employee acts as a technical escalation for other Help Desk staff; responsible for resolving complex technical challenges; addresses advanced configuration issues; troubleshoots and resolves hardware and software problems independently; works with internal and external IT resources or vendors to identify and resolve hardware or software issues; solicits customer feedback to improve service; meets commitments; manages difficult or emotional customer situations; fosters relationships; tracks trends and looks for other opportunities to eliminate waste; focus on solving conflict; maintains confidentiality; addresses budget concerns with the CIO; identifies required resources; trains other Help Desk staff. Skills RequiredCustomer service principles and processes Helpdesk ticket management systems Microsoft Windows operating systems and applications; Google applications Active Directory Users and Computers; MS Administrative tools. Client server applications, back-up software, imaging, SaaS and Cloud products. VMware desktop vitalization Computers and peripheral hardware Basic computer networking and the OSI model Experience Required 2 years experience in hands on Help Desk support. Physical interaction with agency computer equipmet on site is required. Experience Preferred Combination of 4 years education and/or experience Education Required High School diploma or equivalent. Education Preferred 2 year degree in a computer science discipline Additional Information Agency does not require drug or background checks. The role will join a team of six, representing the Tier 1 and Tier 2 escalation support in the helpdesk chain. Primary responsibility is managing escalation tickets, with a focus on the timely response to service tickets. Required Skill Set: IT Generalist: Handling a broad range of desktop support and hardware-related tasks, including: New PC and workstation setup Configuration and identity management Desktop support for issues such as: Screen issues OKTA issues Password resets Broken PCs Familiarity with Salesforce is a bonus, though not required as internal support can cover this gap. Environment: Google Workspace (email, calendar, Meets, etc.) Microsoft 365 Windows 11 (current OS used by the majority of staff) Microsoft domain The role encompasses the full scope of Tier 1 and Tier 2 desktop support and hardware tasks. 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.