Service Desk Analyst

Employment Requirements

This opportunity is not open to C2C relationships or visa sponsorship.

This opportunity is for local candidates only.

DES is seeking an experienced and highly motivated individual to join our team as a Service Desk Analyst. This position is responsible for providing level-one support by responding to incoming calls from the DTS Resolution Center phone queues, self-service ticket submissions, and various other methods for receiving requests for support (email and chat included) regarding: clients, workstations, peripherals, printers, telephone services, cellular services, Active Directory assistance, Google account assistance, VPN account assistance, and standard agency desktop applications (Microsoft Office Suite, Google Workspace, VPN, virtual desktops, etc.)

for the agency.

• Provide timely hardware, software, voice, and network help desk support to all agency personnel through all means available.
• Troubleshoot issues presented by customers using all tools and resources available.
• Be the primary customer contact for status of assigned tickets until the problem is resolved and ticket is closed.
• Escalate and properly route incidents and requests that cannot be resolved by the Resolution Center/Service Desk.
• Create incident and request tickets requiring validation of customer information, and accurate recording of details of issue/request, including customer interaction and actions taken in the division ticketing system.
• Participation in projects to improve customer service, efficiency, and/or productivity of the Resolution Center/Help desk.
• Create, update, and review of existing and new knowledge base articles based upon call received.
• Identify trends or patterns in reported issues and update and maintain issues knowledge base as appropriate.
• Participation in projects to improve customer service, efficiency, and/or productivity of the Resolution Center/Help desk.

• Windows Operating Systems
• Service Now
• Microsoft Office Products (Word, Excel, Outlook, PowerPoint).
• Google Workspace including Gmail, G-Suite, Drives, etc.
• 2 years’ experience providing technical support in a call center environment.
• 2 years’ experience providing hands-on desktop support.

• Active Directory
• Remote virtual desktop
• Service Now
• Google Workspace
• Advanced technical training (A+, Microsoft, Google, Hardware, Software, customer service)

* Solü Technology Partners provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability or genetics.