Job Description
Job Description
Service Desk Technician
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.
Location: Phoenix AZ
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.
Company DescriptionFounded in 1990, Sunrise Systems is an award winning IT/Professional Staffing firm to Fortune 500 and State/Local Government Agencies.
Company Description
Founded in 1990, Sunrise Systems is an award winning IT/Professional Staffing firm to Fortune 500 and State/Local Government Agencies.