Responsibilities
- Act as the main point of contact for the Service Desk call queue via phone, chat, and email; record, classify, and take ownership of incidents and requests in the ticketing system.
- Emphasize First Call Resolution by leveraging existing knowledge articles, standard operating procedures, and troubleshooting guides; recommend updates and new articles when deficiencies are identified.
- Comply with Response SLAs and prioritize tasks based on impact and urgency; sustain performance during system outages and high-volume periods.
- Complete basic requests including password resets, account unlocks, access modifications, device setup, and application support in accordance with established procedures.
- Diagnose common end-user issues related to Windows, Office 365/Teams, VPN/MFA, printers, and connectivity; triage and escalate to Level 2 or Level 3 following defined escalation paths when necessary.
- Thoroughly document all actions, diagnostics, and resolution details to facilitate trend analysis and self-service; apply accurate categorization and closure codes.
- Proactively communicate with users regarding status, next steps, and expectations; follow through to resolution and confirm user satisfaction.
- Support onboarding and offboarding activities including account setup, email, phone, equipment distribution and collection; maintain current CMDB and asset records.
- Contribute to continuous improvement by identifying recurring issues, proposing service enhancements, and participating in team knowledge sharing.
Benefits
- Medical, dental, and vision insurance coverage
- 401(k) retirement plan options
- Paid time off and paid holidays
- Paid parental leave
- Other discounts and perks
- Company stock and annual bonus eligibility
Compensation
Not specified
Work Arrangement
Hybrid — Tempe, Chandler
Team
Not specified
Other
- Work varied shifts or limited off-hours to support maintenance windows as needed.
- Lift up to 40 lbs and occasionally crawl under desks to access cabling or equipment.
- Be able to work a hybrid schedule that includes at least 4 days per week in office.
- Be able to work across our 3 AZ locations in Tempe and Chandler.
- Be a US Citizen.
Not specified
