Technical Support / Service Desk Technician

Technical Support / Service Desk Technician

Phoenix Arizona 85012

This is a 6-9 month contract to hire position.

All candidates must be eligible to convert to an FTE. The State is unable to sponsor any visas. 100% on site, needs to be local.

Responsibilities

• • Incident Management: Serve as the initial point of contact for technical assistance via phone, email, and walkup; 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).

• • Maven

• KNOWLEDGE & EXPERIENCE

• • 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, ServiceNow, 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, TeamViewer, 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,

• SafeNet, MobilePass).

• • 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 PowerShell for task automation is a plus.

• • Knowledge of applicable data security/privacy policies (PII handling).

• PERSONAL ATTRIBUTES

• • 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.

• WORK CONDITIONS

• • 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.

Benefits AS A Full-time Asrs Employee (does NOT Apply TO Temporary Employment Status)

• • The State of Arizona offers a comprehensive benefits package that includes:

• o Robust and affordable insurance plans (medical, dental, life, short-term and long-term disability

• options)o A top-ranked retirement program with employer matched contribution

• o 10 paid holidays per year

• o Accrued vacation and sick days

• o An incentivized commuter club and public transportation subsidy program

• o Work-life balance supported by flexible work hours, telework, and Monday thru Friday work weeks

• o The opportunity to participate in deferred compensation, credit union membership, and a wellness

• program

• o Rewarding work that benefits the people of Arizona

• o Public Service Loan Forgiveness eligible employer

• • The Arizona State Retirement System is located in midtown Phoenix, within walking distance of the Light Rail.

• We also provide free covered parking. We offer a stable work environment and an atmosphere that fosters a

• healthy work-life balance.

• • By providing the option of a remote work schedule, employees enjoy improved work/life balance, report

• higher job satisfaction, and are more productive. Remote work is a management option and not an employee

• entitlement or right. An agency may terminate a remote work agreement at its discretion.