Service Desk Analyst

Knowledge Services is hiring an entry level Service Desk Analyst for the State of Arizona. This is hybrid contract role with one day in office and four days remote. 

The service desk supports internal customers at ADOT. These customers range from field workers to the Director. The Service desk is the first interaction the customer has with ITG. Candidates submitted to this position will need to be able to understand/document customer needs, troubleshoot with customer, and have a broad understanding of IT services structure to escalate calls. ITG supports desktop applications, web based applications, client/server applications, computer/networking hardware, standard operating systems, MVD third party software applications, internally developed custom applications, etc. Position is restricted to local candidates and job duties cannot be performed remotely.

Qualifications and Education Requirements:

• Experience in a call center supporting Windows 7 and 10 and Office 2013.
• Working knowledge of customer service principles and processes
• Knowledge of desktop applications, web-based applications, client/server applications, computer/networking hardware, standard operating systems, common third-party software applications, internally developed custom applications, application integrations, networking protocols, ISO27000/NIST 800 security concepts, and any other computer-related technologies
• Minimum 6 months to 1 year current working experience in an IT field
• Associates degree in a related field is preferred

Preferred Skills:

• Strong Customer Service Skills
• Excellent interpersonal, written and oral communication skills
• Ability to work collaboratively in teams and across organizations
• Ability to synthesize feedback and adjust plans accordingly
• Ability to develop and write technical documentation
• Ability to evaluate and test emerging technologies
• Ability to apply creative solutions to business problems to ensure business needs are most effectively met
• Resources will be working in a professional environment and will be held to a dress code standard

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