About the position SunSoft Online is seeking an experienced Service Desk Analyst for a contract opportunity with an Arizona state agency. This role provides level-one technical support, responding to incoming calls, self-service tickets, email, and chat for support requests involving workstations, peripherals, printers, telephone and cellular services, Active Directory, Google account and VPN assistance, and standard desktop applications.

Responsibilities

• Provide timely hardware, software, voice, and network help desk support to agency personnel
• Troubleshoot customer issues using all available tools and resources
• Serve as the primary contact for assigned tickets until resolved and closed
• Escalate and route incidents that can't be resolved at the service desk
• Create and document incident and request tickets accurately in the ticketing system
• Create, update, and review knowledge base articles
• Identify trends or patterns in reported issues
• Participate in projects to improve customer service and efficiency

Requirements

• 2 years' experience providing technical support in a call center environment
• 2 years' experience providing hands-on desktop support
• Must be local to the Phoenix area (current location must be listed on resume)
• Available for an in-person interview within one week
• Able to start within two weeks of an offer
• HireRight background check and drug screening required

Nice-to-haves

• Advanced technical training (A+, Microsoft, Google, hardware/software, customer service) preferred