Service Desk Technician I

Part Time Schedule:

• Less than 30 hours per week
• Monday-Friday
• Available to work between 5am-5pm
• Work from home but must reside in the vicinity of Chandler.

Inserso is looking for a Service Desk Technician Level I to join the team for a rewarding and challenging opportunity at our government customer site in Chandler, AZ. We strive to have a high rate of first call resolution but also expect our team to follow proven processes with routing tickets to the appropriate support groups whenever possible. We provide 24x7x365 support and everyone must have the ability to multitask in a fast-paced environment, possess the knowledge and expertise to resolve customer issues efficiently and accurately.

This position requires strong communication skills and an ongoing desire to acquire new skills to ensure technical competency to assist with midlevel technical questions such as local system setup, local network issues, or compliance with data and interoperability standards, as well as applying technical solutions to issues that have established resolution methods.

This role will include, but will not be limited to the following responsibilities:

• Analyzing information and evaluating results to choose the best solution to solve issues
• Cooperating and supporting colleagues and interacting with other support groups
• Providing prompt and courteous customer service
• Remote diagnostics and troubleshooting client workstations
• Follow the knowledge base and priority matrix for issue resolution
• Offer first line of customer support, and provide information that may be found in Knowledgebase and/or manuals
• Troubleshoot and resolve incidents and problems
• Respond to general inquiries and non-technical questions
• Observing, receiving, and otherwise obtaining information from any relevant source
• Answer phones, chat, and/or email and create tickets, using ServiceNow, to help resolve/track user issues
• Resolve technical issues within the policies and guidelines provided
• Provide website navigation assistance
• Password recovery/reset

Required Skills/Experience:

• High School Diploma or GED
• Punctuality and ability to work in a 24x7x365 environment including weekends and holidays
• If the position requires you to enter certain facilities, you may be required to attest to or provide proof of COVID-19 vaccination or be able to provide a negative COVID-19 test result based upon time frames established by the applicable facility. Additionally, must be comfortable wearing a mask and adhering to social distancing requirements, regardless of vaccination status, unless the position is 100% telework
• Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process
• Experience with Windows operating system
• Excellent customer service skills and soft skills
• 1 year of IT Support experience, preferably in Help/Service Desk or Call Center environment
• Experience troubleshooting common technical incidents such as local systems set-up and local network issues
• Experience with Microsoft Office O365
• Experience using a Knowledge Base and/or established procedures and processes to resolve both technical and non-technical end-user inquiries
• Experience working with customers over the phone

Preferred Skills/Experience:

• ITIL certified
• Experience using Remote Desktop or other remote assistance applications (BOMGAR, RDP) to troubleshoot end-user incidents
• Experience using ITSM Ticketing System (ServiceNow, Remedy, ZenDesk)
• Experience working cohesively in a large team environment
• Other relevant technical certifications (e.g., Cisco, Microsoft, CompTIA, etc.)
• Experience working with DHS or similar federal government agencies
• Experience working in a large/enterprise environment

EOE, including Disability/Vets
Reasonable accommodation will be made for qualified individuals with a disability, where such accommodation will not impose an undue hardship during the application process and on the job.