Service Desk Technician

Overview

The Service Desk Technician will serve as the first contact within the Service Desk to resolve frontline issues for internal customers. This position will serve as the go-to resource for desk-side troubleshooting, technical support, workstation support, and system set-up. Internal users of our systems will look to you for various issue resolutions, including email and desktop software support, printer troubleshooting, and network connectivity issues.

The Service Desk Technician will also have basic interaction with vendors and may be involved to start the troubleshooting process externally.

• Works within established troubleshooting guides and knowledge base to resolve tickets in a timely manner and provide responsive resolutions for support tickets.
• Collects additional details and provides basic troubleshooting steps per documentation.
• Display ability to troubleshoot known issues with minimal guidance.
• Engage various teams throughout the organization with a service mindset, focusing on ensuring the end-user satisfaction.
• Escalates any issues that you are unable to resolve within reasonable time, or due to lack of knowledge, access or understanding of the issue to senior team members.
• Handles administrative IT projects not requiring knowledge of infrastructure. Assists senior team members with projects and tickets as assigned.
• Take an analytical approach to troubleshooting hardware, software, and network issue.
• Manages imaging and configuring computers with training.
• Ability to work with a degree of independence within provided guidelines and documentation process.
• Research issues and eliminate irrelevance, with guidance from senior team members.
• Provide continuous communication to the team of problems and issues to ensure the quality user experience.
• Other assigned duties as needed, to include assistance in the case of high priority incidents.

• A high school diploma/GED equivalent
• 3+ years Customer Service experience, preferably with 1+ year training experience.

• Comprehensive benefits package, including medical, dental, vision, life, disability, and supplemental coverage.
• Matching 401(k) program.
• Employee Resource Groups to build relationships and find your home at Arrive.
• Office-wide engagement activities, team events, happy hours and more.
• Casual dress code.
• Convenient location in Tempe, AZ, near I-10, Baseline Rd, the Phoenix airport, Downtown Phoenix, Downtown Tempe, and Downtown Chandler.
• Free coffee each morning.
• Free on-site parking.
• Free counseling sessions through the Employee Assistance Program.
• Paid holidays, paid vacation time, and wellness days.
• 100% paid parental leave when you become a new parent.
• Referral Program rewards.
• Relocation assistance for out-of-area candidates.