Job description

Service Desk Analyst , Phoenix, AZ (Hybrid) Location: Phoenix, AZ 85007 , Hybrid (first 7–10 days onsite for training, then remote) Type: Contract (6 months), Monday–Friday, 8:00 AM–5:00 PM Start: Tentative, dependent on interview and onboarding About the Role 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. Essential Duties • 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 Knowledge Of • Windows Operating Systems • ServiceNow • Microsoft Office (Word, Excel, Outlook, PowerPoint) • Google Workspace (Gmail, Drive, etc.) Ideal Candidate Will Have • 2 years' experience providing technical support in a call center environment • 2 years' experience providing hands-on desktop support • Advanced technical training (A+, Microsoft, Google, hardware/software, customer service) preferred Additional Details • 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 To apply, submit your resume with your current city and state listed.

Requirements

Must-haves

Service Desk Analyst , Phoenix, AZ (Hybrid)
Location: Phoenix, AZ 85007 , Hybrid (first 7–10 days onsite for training, then remote)
Type: Contract (6 months), Monday–Friday, 8:00 AM–5:00 PM
Start: Tentative, dependent on interview and onboarding
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
Knowledge Of
Windows Operating Systems
Microsoft Office (Word, Excel, Outlook, PowerPoint)
Google Workspace (Gmail, Drive, etc.)
Ideal Candidate Will Have
2 years' experience providing technical support in a call center environment
2 years' experience providing hands-on desktop support
Additional Details
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

Nice-to-haves

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

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: zoho-recruit
Effort: medium