Service Desk Analyst

The Service Desk Analyst role provides Level 1 technical support to agency users based in Phoenix, AZ, with local-candidate onboarding and a hybrid schedule structure. For the first two weeks, the position requires onsite training, followed by remote work.

Location and Schedule

• Phoenix, AZ (hybrid)
• Local Phoenix, AZ candidates only
• First two weeks onsite for training, then remote work
• Work authorization: Must be able to work in the United States

Role Summary

This position delivers Level 1 support for end users by handling requests submitted through phone, email, chat, and ticketing. The Service Desk Analyst supports troubleshooting and resolution across hardware, software, network, and account topics. Support work is managed and tracked through ServiceNow.

Key Responsibilities

• Provide Level 1 help desk support for hardware, software, network, and voice-related issues
• Troubleshoot and resolve technical issues for end users
• Manage and update support tickets in ServiceNow
• Support Active Directory, VPN access, Google Workspace, and Microsoft Office
• Assist with virtual desktops, printers, and mobile devices
• Escalate unresolved issues to the appropriate support teams
• Maintain accurate documentation and knowledge base articles
• Act as the primary point of contact for assigned tickets until resolution

Required Experience and Skills

• 2+ years of technical support experience in a call center environment
• 2+ years of hands-on desktop support experience
• Strong customer service and troubleshooting skills
• Experience supporting Windows operating systems
• Must be able to work in the United States
• Local Phoenix, AZ candidates only, with initial onsite training for the first two weeks

Technologies

• ServiceNow
• Active Directory
• VPN
• Google Workspace (including Google Gmail and Google Drive)
• Google Workspace (G-Suite)
• Microsoft Office / Microsoft Office Suite
• Virtual desktops
• Printers
• Mobile devices
• Windows operating systems
• A+

Preferred Skills

• Active Directory
• ServiceNow
• Google Workspace (Gmail, Drive, G-Suite)
• Remote/Virtual Desktop Support
• Microsoft Office Suite
• Technical certifications such as A+, Microsoft, Google, or related certifications