Senior Service Desk Analyst -(On-Site) - SR International Inc.

Client: State of AZ AZSOS

Position: Senior Service Desk Analyst -Req # 1510 (On-Site)

Contract: Until 12/15/2024

Location: 1700 W. Washington St., 7th Floor, Phoenix, AZ, 85007

Tentative Shift Hours: Monday to Friday, 6 AM to 6 PM (40 Hours/Week). OT Expected.

Travel: 20%

Closing: 09/19/2024

Position Description:

• The Senior Service Desk Analyst is responsible for initial support calls, enquiries, and escalations. This position will request tickets from staff or open them as needed for new requests or incidents.
• The Senior Service Desk Analyst will evaluate incoming tickets and calls and attempt to resolve issues with varying complexity in a timely manner. If the solution is not quickly or easily found, the issue will be escalated to the next tier of support for supported products and services.
• The supported products and services include network connectivity, client and server systems, Windows desktops, approved desktop application software, cell phones, desk phones, soft phones, and peripheral devices, such as printers.
• This position will also be responsible for documenting, updating and communicating various internal processes including purchasing, asset management/inventory, and third-party issue coordination and resolution. Support is provided between multiple locations, but also via remote assistance.

Major Responsibilities/Essential Functions

Communication and Customer Service (25%)

• Answer phone calls and emails. If no ticket is submitted, create one and inform the customer.
• Acknowledge and respond to incoming support requests and incidents.
• Provide regular communication on open requests and incidents with the customer.
• Provide answers to complex technical questions when requested.

Technical Troubleshooting and Escalation (50%)

• Advanced level troubleshooting on requests or incidents, resolve them, or determine that it requires escalation.
• Investigate complex product configuration issues.
• Log all relevant information into the ticketing system. When escalating, communicate with the escalation team to ensure they are aware.
• Utilize endpoint management for the imaging of computers, and installation of software.

Inventory and Asset Management (10%)

• When new equipment is received, ensure it is added to the inventory management system, and an asset tag is applied.
• Manage and document the transfer of equipment to and from IT.
• Maintain a real time updated record of equipment, including its location, warranty dates, current owner/user when possible as well as any other relevant data. Sanitize and process IT equipment that must go to surplus.

Process Documentation (15%)

• Create and maintain updated documentation for all repeatable processes. This may include documents for onboarding, offboarding, new computer configuration, repurposed computer configuration, sanitizing previously used devices, incident reports (IR), root cause analysis (RCA), as well as any other relevant documentation.

Skills Required:

• Excellent written, verbal and listening skills
• Strong customer service skills
• Demonstrated analytical and troubleshooting skills
• Ability to act independently to resolve problems while balancing other priorities
• Work with other team members to assist or ask for help when needed
• Well organized and a positive attitude

Skills Preferred

• Ability to achieve successful outcomes while handling difficult situations and customers
• Staying positive and professional, and cool under pressure
• Manage multiple priorities and follow through on projects to completion
• Must be able to lift 30 lbs

Work Experience Required:

• Thorough knowledge of the IT department s service offerings and customer service principles and processes
• Endpoint management technologies (Intune, Apple Business Manager, Tanium, etc.)
• Experience with M365, SharePoint, OneDrive, and Outlook
• Familiarity with software installation, package delivery via endpoint management, operating system images
• Identifies opportunities and implements solutions to increase efficiency and reduce costs.

Education/Training Required

Licenses / Certifications

CompTIA Certifications:

• A+
• Network+
• Security+

Microsoft Certifications:

• Microsoft 365 Certified: Administrator Expert
• Microsoft 365 Certified: Endpoint Administrator Associate
• Microsoft 365 Certified: Fundamentals
• Microsoft 365 Certified: Teams Administrator Associate
• Microsoft Certified: Azure Administrator Associate
• Microsoft Certified: Azure Fundamentals