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Technical Support Specialist

2 months ago

Phoenix, Arizona, United States Arizona Official Website of State of Arizona Full time

Position Overview:

Are you passionate about technology and dedicated to assisting others? The Arizona Department of Economic Security (DES) is on the lookout for a skilled individual to fill the role of a Service Desk Analyst. This position plays a crucial part in enhancing the efficiency of our operations by providing essential support to our team members.

Key Responsibilities:

  • Deliver prompt and effective technical assistance to agency staff via various communication channels.
  • Diagnose and resolve hardware and software issues utilizing available resources.
  • Act as the primary point of contact for customers regarding the status of their support tickets until resolution.
  • Escalate complex incidents and requests to appropriate teams when necessary.
  • Document customer interactions and maintain accurate records of issues and resolutions in the ticketing system.
  • Contribute to initiatives aimed at enhancing customer service and operational productivity.
  • Develop and refine knowledge base articles based on incoming support requests.
  • Identify recurring issues and propose solutions to improve service delivery.

Required Knowledge, Skills, and Abilities:

  • Proficient in Windows Operating Systems and Microsoft Office Suite.
  • Familiarity with Google Workspace applications.
  • Understanding of VPN and virtual environments.
  • Knowledge of customer service principles and practices.
  • Strong problem-solving and analytical skills.
  • Excellent communication abilities, both written and verbal.
  • Capability to manage multiple tasks and prioritize effectively.

Preferred Qualifications:

  • Two years of experience in a technical support role within a call center environment.
  • Hands-on experience in desktop support.
  • Relevant technical certifications (A+, Microsoft, Google) are advantageous.

Education and Requirements:

An Associate's degree coupled with one to three years of experience in information technology is required. Candidates must also successfully complete background checks and maintain necessary certifications as per state regulations.

Benefits:

The Arizona Department of Economic Security offers a comprehensive benefits package, including medical, dental, and retirement plans, paid holidays, and opportunities for professional development. Employees can also enjoy flexible work arrangements to promote a healthy work-life balance.