Service Desk Technician

Service Desk Technician – Phoenix, AZ Onsite. This is a 6‑9 month contract to hire position. 100% on site, needs to be local.

• Incident Management:
  Serve as the initial point of contact for technical assistance via phone, email, and walk‑up; accurately log, track, and route tickets within the IT Service Management (ITSM) system.
• Hardware Support:
  Configure, deploy, troubleshoot, and repair desktops, laptops, printers, scanners, and peripherals.
• Software Support:
  Install, troubleshoot, and update standard business applications (Microsoft 365, Adobe Creative Cloud, etc.) and other agency‑specific software.
• Account Administration:
  Perform basic administrative tasks in Active Directory and Azure AD, including password resets, account unlocks, and group membership management.
• Onboarding/Offboarding:
  Setup and configure IT equipment for new hires; process equipment returns and data wiping for departing employees.
• Asset Management:
  Maintain an accurate inventory of hardware and software assets; manage the lifecycle of IT equipment.
• Remote Support:
  Assist off‑site users with VPN connectivity, Multi‑Factor Authentication (MFA), and remote desktop connections.
• Knowledge Base:
  Create and update technical documentation, knowledge base articles, and user guides to support self‑service and team cross‑training.
• Collaboration:
  
  Escalate complex issues to Tier 3 infrastructure or security teams while maintaining ownership of the user experience.
• Audio/Visual:
  Assist with the setup and support of conference room technology for meetings and presentations.
• Security Adherence:
  Ensure all end‑user devices comply with security policies, including patch management and anti‑virus updates.
• Adhere to Incident, Problem, Configuration, and Change Management processes and agreed‑upon service levels (SLAs).

• Proven experience in a Desktop Support, Help Desk, or Service Desk role (1‑3 years preferred).
• Operating Systems:
  Strong working knowledge of Microsoft Windows 11 Enterprise environments.
• Ticketing Systems:
  Experience using ITSM tools to document and track support requests (e.g., Atlassian Jira Service Management, Service Now, or similar).
• Identity Management:
  Experience with Active Directory Users and Computers (ADUC) and Azure Active Directory for user and group management.
• Remote Tools:
  Proficiency with remote support tools (e.g., RDP, Team Viewer, Bomgar, SCCM Remote Control).
• Networking Basics:
  Understanding of basic networking concepts (TCP/IP, DNS, DHCP, VPN) to troubleshoot connectivity issues.
• Security Tools:
  Experience supporting Multi‑Factor Authentication (MFA) and security tokens (e.g., Cisco Duo, Safe Net, Mobile Pass).
• Imaging & Software Deployment:
  Familiarity with automated computer imaging and deployment technologies (e.g., SCCM, MECM, Intune, or MDT).
• Peripherals:
  Hands‑on experience troubleshooting network printers, scanners, and docking stations.
• Scripting:
  Basic understanding of Power Shell for task automation is a plus.
• Knowledge of applicable data security/privacy policies (PII handling).

• Strong commitment to and passion for customer service; ability to remain calm and professional under pressure.
• Excellent written and oral communication skills; ability to communicate technical ideas in user‑friendly language.
• Excellent listening and interpersonal skills.
• Demonstrated problem‑resolution and analytical/critical thinking skills.
• Keen attention to detail.
• Highly self‑motivated and directed.
• Ability to effectively prioritize and execute tasks in a high‑pressure environment.
• Experience working in a team‑oriented, collaborative environment.
• Adaptability:
  Willingness to learn new technologies and processes as the environment evolves.

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.
• Physically able to lead and/or participate in training sessions, presentations, and meetings.
• In‑office work, primarily.