Sunrise Systems, Inc. · 1 day ago
Service Desk Analyst
Phoenix, AZ
Full-time
Hybrid
Entry, Mid Level
2+ years expSunrise Systems, Inc. is seeking an experienced and highly motivated individual to join their team as a Service Desk Analyst. This position is responsible for providing level-one support for various technical issues including hardware, software, and network assistance to agency personnel.
Information Technology & Services
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
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
Sunrise Systems, Inc.
Sunrise Systems was founded in 1990 with a clear vision to deliver world-class staffing service solutions in all labor categories, including IT consulting and solutions; all with the commitment to provide service that exceeds expectations and become the most trusted name in the industry.
501-1000 employees
H1B Sponsorship
Sunrise Systems, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (2)
2020 (2)
Funding
Current Stage
Late StageLeadership Team
Ruchi Hajra
Senior Account Manager/Client Servicing/Talent Acquisition Partner
Company data provided by crunchbase