Service Desk Analyst

2 weeks ago


Phoenix, United States LanceSoft, Inc. Full time

Position Description

Responds promptly to customer requests; takes a customer-centric approach to problem solving; prioritizes tasks for him or herself; assists in prioritization of the Help Desk queue; thoroughly documents all interactions; employee acts as a technical escalation for other Help Desk staff; responsible for resolving complex technical challenges; addresses advanced configuration issues; troubleshoots and resolves hardware and software problems independently; works with internal and external IT resources or vendors to identify and resolve hardware or software issues; solicits customer feedback to improve service; meets commitments; manages difficult or emotional customer situations; fosters relationships; tracks trends and looks for other opportunities to eliminate waste; focus on solving conflict; maintains confidentiality; addresses budget concerns with the CIO; identifies required resources; trains other Help Desk staff.


Skills Required

  • Customer service principles and processes –
  • Helpdesk ticket management systems –
  • Microsoft Windows operating systems and applications; Google applications
  • Active Directory Users and Computers; MS Administrative tools.
  • Client server applications, back-up software, imaging, SaaS and Cloud products.
  • VMware desktop vitalization -Computers and peripheral hardware
  • Basic computer networking and the OSI model


Experience Required

2 years’ experience in hands on Help Desk support. Physical interaction with agency computer equipment on site is required.


Education Required

Combination of 4 years education and/or experience


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