City
Phoenix
State
AZ
Position Id
2540

Technical Analyst Level 1 - $18.78/hour
Phoenix, AZ

Help Desk Analysts are responsible for the day to day support of service desk clients. By leveraging your customer service skills, technical training, and having an understanding of today’s technologies, you will solve a wide variety of challenges in a fast paced environment that is managed using ITIL methodology.

Responsibilities

  • Provide first level support for inbound incidents and service requests from internal and external end users.
  • Maintain end to end responsibility for customer support needs providing timely, reliable, and courteous service.
  • Assist with the development and improvement of work instructions, procedures, standards, and documentation.
  • Assist other Help Desk Analysts by acting as a touchpoint to hand off in depth issues before escalating out of the Level 1 support group.
  • Mentor and assist with training other Help Desk Analysts.
  • 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.

Required Qualifications

  • Customer support experience.
  • Answering client phone calls and active listening.
  • Responding and adapting to different types of characters.
  • Multi-tasking, prioritizing, and managing time effectively.
  • High School Diploma
Preferred Qualifications
  • Technical writing experience.
  • Knowledge of legacy, existing, and new PC hardware and software technology.
  • Experience in an IT environment and end-user support role.
  • Working with Google Suite and Google Email.
  • Remotely troubleshooting networking, server, and end user desktop incidents.
  • Experience with incident management and service request processes.
  • Associate’s or bachelor’s degree in computer science, information systems, or similar.

For more information, contact Christine Hawn at 602 788-5890 ext 123 or email at christine@apnusa.com