Phoenix, AZ - IT - Service Desk Analyst

Service Desk Analyst

Phoenix, AZ (Local Candidates Only)

First 2 Weeks Onsite for Training, Then Remote

Job Summary:
DES is seeking an experienced Service Desk Analyst to provide Level 1 technical support to agency users. The ideal candidate will handle incoming support requests via phone, email, chat, and ticketing systems while delivering excellent customer service and resolving hardware, software, network, and account-related issues.

Responsibilities:

• Provide Level 1 help desk support for hardware, software, network, and voice-related issues.
• Troubleshoot and resolve technical issues for end users.
• Manage and update support tickets in ServiceNow.
• Support Active Directory, VPN access, Google Workspace, Microsoft Office, virtual desktops, printers, and mobile devices.
• Escalate unresolved issues to appropriate support teams.
• Maintain accurate documentation and knowledge base articles.
• Serve as the primary point of contact for assigned tickets until resolution.

Required Qualifications:

• 2+ years of technical support experience in a call center environment.
• 2+ years of hands-on desktop support experience.
• Strong customer service and troubleshooting skills.
• Experience supporting Windows operating systems.

Preferred Skills:

• Active Directory
• ServiceNow
• Google Workspace (Gmail, Drive, G-Suite)
• Remote/Virtual Desktop Support
• Microsoft Office Suite
• A+, Microsoft, Google, or related technical certifications preferred

Work Authorization: Must be able to work in the United States.

Location Requirement: Local Phoenix, AZ candidates only. Initial onsite training required for the first two weeks, followed by remote work.