Job Information
IT1 Service Desk Technician in Goodyear, Arizona
iT1, a leading national technology solution provider headquartered in Tempe, AZ, is looking for a motivated Service Desk Technician to join our team. iT1 has been recognized by the Phoenix Business Journal's "Best Places to Work" in Arizona for the past 11 years. This is a testament to the great team and culture we have here at iT1!
The Service Desk Technician will be the first point of contact for users experiencing technical issues, diagnosing problems with hardware and software, providing solutions, logging inquiries, and escalating complex issues to higher-level support teams, essentially serving as a central hub for resolving user technical queries and ensuring excellent customer service through various communication channels like phone, email, or chat. This position is a three-month engagement located in Goodyear, AZ.
Requirements
Incident logging and management:
- Receive and log user inquiries, categorize issues, and prioritize based on priority.
Troubleshooting and problem-solving:
- Diagnose technical issues related to hardware, software, network connectivity, and applications.
First-line support:
- Provide initial assistance to users by answering questions, guiding them through troubleshooting steps, and resolving basic problems.
Escalation:
- Identify issues that require further expertise and escalate them to the appropriate support team.
User access management:
- Assist with account creation, password resets, and access control
Reporting and analysis:
- Track service desk metrics, identify trends, and provide feedback to improve support processes.
Customer service focus:
- Maintain a professional and helpful demeanor while interacting with users, ensuring timely resolution and customer satisfaction.
Qualifications
Technical proficiency: Strong understanding of computer hardware, software, operating systems, and network fundamentals
Problem-solving abilities: Ability to analyze issues, identify root causes, and implement solutions effectively
Communication skills: Excellent verbal and written communication to clearly explain technical concepts to users with varying levels of technical knowledge
Customer service orientation: Commitment to providing excellent customer support and resolving issues promptly
Time management: Ability to prioritize tasks and manage multiple requests simultaneously
Attention to detail: Accurate logging of incidents and maintaining detailed records
Other Skills and Abilities
Strong technical and client interaction skills.
Self-starter with excellent organizational, administrative and interpersonal skills.
Ability to follow through with tasks, projects, and troubleshooting with minimal supervision.
Excellent oral, written, technical, and business communication skills.
Ability to multi-task and work in fast paced environment.
Physical Demands
Sit at a computer for 8 hours per day
Keyboarding for 8 hours per day
Near Vision (working with small objects or reading small print)
Speaking (communicating information to clients / coworkers)
Hearing Requirements (In person speech, telephone, other sounds)
Job Location
In-Office position located in Goodyear, AZ
Shift: Monday-Friday, 1st shift
This position is a three month engagement.
Benefits
Insurance: Health Insurance, Vision, Dental, and Life Insurance
Leave and Holidays: Paid Vacation, Paid Holidays
Retirement: 401K Plan with company match (eligible after 1 year of employment)
In-house fitness center