ABCS, Inc. IT Executive and Contingent Workforce Staffing · 2 days ago
Phoenix, AZ - IT - AZDES - DTS - Technical Support - Service Desk Analyst
Phoenix, AZ
Full-time
Hybrid
Entry, Mid Level
2+ years expABCS, Inc. is a staffing company specializing in IT Executive and Contingent Workforce Staffing. They are seeking an experienced Service Desk Analyst to provide level-one support for various technical issues including hardware, software, and network support for agency personnel.
EmploymentInformation TechnologyRecruitingStaffing Agency
Responsibilities
Provide timely hardware, software, voice, and network help desk support to all agency personnel through all means available
Troubleshoot issues presented by customers using all tools and resources available
Be the primary customer contact for status of assigned tickets until the problem is resolved and ticket is closed
Escalate and properly route incidents and requests that cannot be resolved by the Resolution Center/Service Desk
Create incident and request tickets requiring validation of customer information, and accurate recording of details of issue/request, including customer interaction and actions taken in the division ticketing system
Participation in projects to improve customer service, efficiency, and/or productivity of the Resolution Center/Help desk
Create, update, and review of existing and new knowledge base articles based upon call received
Identify trends or patterns in reported issues and update and maintain issues knowledge base as appropriate
Participation in projects to improve customer service, efficiency, and/or productivity of the Resolution Center/Help desk
Qualification
Required
Local candidates to Phoenix only
Provide timely hardware, software, voice, and network help desk support to all agency personnel through all means available
Troubleshoot issues presented by customers using all tools and resources available
Be the primary customer contact for status of assigned tickets until the problem is resolved and ticket is closed
Escalate and properly route incidents and requests that cannot be resolved by the Resolution Center/Service Desk
Create incident and request tickets requiring validation of customer information, and accurate recording of details of issue/request, including customer interaction and actions taken in the division ticketing system
Participation in projects to improve customer service, efficiency, and/or productivity of the Resolution Center/Help desk
Create, update, and review of existing and new knowledge base articles based upon call received
Identify trends or patterns in reported issues and update and maintain issues knowledge base as appropriate
Knowledge of Windows Operating Systems
Knowledge of ServiceNow
Knowledge of Microsoft Office Products (Word, Excel, Outlook, PowerPoint)
Knowledge of Google Workspace including Gmail, G-Suite, Drives, etc
2 years' experience providing technical support in a call center environment
2 years' experience providing hands-on desktop support
Preferred
Advanced technical training (A+, Microsoft, Google, Hardware, Software, customer service) preferred
Company
ABCS, Inc. IT Executive and Contingent Workforce Staffing
Certifications: MBE Certification – “WRMSDC” The Western Regional Minority Supplier Development Council – Certificate # WR03208 MBE Certified by CPUC, California Public Utilities Commission (VON: 15030026) DBE certified by VTA – California Unified Certification Program (File No: 040243) We partner with hiring leaders, CXOs, CTOs, CIOs, and technology executives to help organizations scale by delivering top-tier IT, Engineering, Digital, Marketing, and Finance talent through contract, contract-to-hire, and full-time recruiting solutions.
51-200 employees
Funding
Current Stage
Growth StageRecent News
2022-02-22
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