"Alerted.org

IT Service Desk Specialist

Phoenix, Arizona

Hybrid

Contract

$22/hr - $24/hr

Our client is looking for a contract Service Desk Contractor. Remote Roles in CST Time Zone.

A Service Desk Contractor provides first-level end-user support and incident diagnosis for our client’s applications, endpoints, and infrastructure. A Service Desk Contractor acts as a single point of contact between the end-user and other IT resources. This position also documents incoming interactions and their resolutions and manages ticket routing and incident resolution with other IT resources.

**Contract Duration:** 8-months

Required Skills & Experience

+ High School Diploma or G.E.D.

+ Experience with supporting and troubleshooting modern IT endpoint hardware technologies and software products.

+ Bilingual in Spanish

+ Ability to communicate technical information to non-technical users.

+ A+ Certification a plus!

What You Will Be Doing

Daily Responsibilities

+ Responds to incoming interactions initiated via phone.

+ Fulfills incoming service requests.

+ Diagnoses and troubleshoots incidents with endpoint hardware, enterprise applications, locally installed software, and other industry standard technologies.

+ Uses the IT Service Management tool to accurately document all incoming Interactions and resolutions.

+ Appropriately escalates incidents as required and monitors resolution progress until the incident is resolved to the caller’s satisfaction.

+ Keeps IT Service Desk team and management informed of any new support issues in a clear and timely manner.

+ Researches support issues when resolutions are not readily attainable by checking available resources including, but not limited to, the IT Service Management tool, external knowledge bases, software manuals, and via collaboration with other team members.

+ Works to consistently improve call handling, documentation quality, overall end-user experience, and resolution processes.

You will receive the following benefits:

+ Medical Insurance - Four medical plans to choose from for you and your family

+ Dental & Orthodontia Benefits

+ Vision Benefits

+ Health Savings Account (HSA)

+ Health and Dependent Care Flexible Spending Accounts

+ Voluntary Life Insurance, Long-Term & Short-Term Disability Insurance

+ Hospital Indemnity Insurance

+ 401(k) including match with pre and post-tax options

+ Paid Sick Time Leave

+ Legal and Identity Protection Plans

+ Pre-tax Commuter Benefit

+ 529 College Saver Plan

Motion Recruitment Partners (MRP) is an Equal Opportunity Employer. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Employment is subject to the successful completion of a pre-employment screening. Accommodation will be provided in all parts of the hiring process as required under MRP’s Employment Accommodation policy. Applicants need to make their needs known in advance.

**Posted by:** Annette Cheatham

Specialization:

+ Customer Support / Call Center / Client