Contract | Phoenix,AZ
Status: Closed
Posted On: Sep 15 2020


From the manager on remote work: "They will be working 99% remotely, the other 1% they will need to come to the office for generic requests that can’t be done over the computer, i.e mostly device pickup and re-imaging devices"


  • Provides first level support for inbound incidents and Service Requests from end users and client IT staff.
  • Maintain end to end responsibility for customer’s support needs providing timely, reliable, and courteous service.
  • Assists with the development and improvement of work instructions, procedures, standards and documentation.
  • Exceptional attendance is a must
  • Mentor and assist with training other Help Desk Analysts
  • Assists other Help Desk Analysts by acting as a touchpoint to hand off in depth issues before escalating out of the Level 1 support group.
  • Maintain appropriate level of skills to handle incidents and requests in line with established service levels.
  • Provide feedback of intelligence gained through customer interactions.
  • Professionally respond to telephone calls, emails, chats and voicemails for customer support
  • Technical writing experience
  • Innovative, team-oriented problem solver
  • Strong commitment to providing quality service
  • Excellent interpersonal, negotiation, and communication (verbal and written) skills
  • Excellent organizational, time management and follow-through skills
  • Ability to manage multiple competing priorities
  • Unwavering commitment to providing customers with an exceptionally high-quality experience
  • Develops and maintains knowledge of legacy, existing, and new PC hardware and software technology
  • Remotely troubleshoot networking, server, and end-user desktop incidents
  • Be an active participant in the incident management and service request processes
  • Experience working with Google Suite and Google Email