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Reference # : 20-00138 Title : Service Desk Analyst (PT)
Location : Phoenix, AZ
Position Type : Contract
Experience Level : Start Date / End Date : 03/16/2020 / 09/16/2020  
Description
Work hours will be discussed in interview

A support Desk Technician with a customer centric approach to problem solving. This team member will assist in supporting Client's ITG's (Information Technology Group) Support Desk. The Service Desk is in operation from 7:00am - 5:30pm Monday - Friday, excluding State holidays. Resources will need to be available for an eight hour shift during this time frame. The service desk supports internal customers at Client. 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.

Required Skills:
-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
-Associate's degree in a related field is preferred
-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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