Customer Help Desk Technician
Tentative Shift Start Time :6:00 AM- 6pm
40hours/week
Mon-Fri
Onsite
2222 W. Encanto Blvd., Phoenix, AZ, 85009
4+ months Contract (potential to go longer based on business need)
Description
SUMMARY STATEMENT: Under general supervision, provides customer service and technical support by applying a broad understanding of computer systems products and services. Maintains information technology service, functionality, and user satisfaction by answering questions, troubleshooting, and resolving complex problems. Performs related duties as assigned or directed. This classification is designated as uncovered. Incumbent serves at the pleasure of the Director of the Arizona Department of Public Safety.
ESSENTIAL FUNCTIONS (not intended to be all-inclusive):
1. Serves as the first technical point of contact for users experiencing issues with department web-based portals, websites, and information-sharing systems, including troubleshooting account creation and management, login difficulties, form submissions, payment processing, and other common user issues.
2. Responds to and resolves customer inquiries via phone, email, or chat within established service level agreements (SLAs) or department-defined timelines and protocols, ensuring timely and accurate information is provided.
3. Escalate unresolved technical issues to higher-level support teams when necessary, providing detailed documentation of the problem and any steps taken toward resolution.
4. Diagnoses and resolves basic technical problems related to browser compatibility, network connectivity, and account-related issues such as password resets and profile management.
5. Collaborates with other technical resources team to identify and resolve common technical issues and propose improvements to the customer experience based on recurring issues.
6. Monitors portal performance in real-time, identifying any system outages, slowdowns, or errors and proactively informing users of known issues.
7. Maintains and updates an internal knowledge base with common troubleshooting steps, FAQs, and process documentation to help streamline customer support efforts.
8. Regularly reviews user feedback and support tickets to identify trends, making recommendations for knowledge base improvements, additional resources, or changes to the systems' user interface(s) based on common user challenges.
9. Trains new Help Desk Technicians, sharing best practices, technical knowledge, and customer service techniques.
10. Ensures all interactions comply with privacy policies and data protection regulations, safeguarding user information.
Skills Required
KNOWLEDGE OF: 1. the principles, capabilities, and operation of computer systems and networks.
2. remote desktop control tools to troubleshoot and evaluate issues via telephone.
3. computer helpdesk operating procedures.
4. problem escalation procedures.
SKILL IN: 1. recognizing, identifying, analyzing, and correcting hardware and software malfunctions for computer and network problems.
2. communicating with customers regarding technical needs and computer system problems.
Customer Help Desk Technician • Phoenix, Arizona, United States
Product Testers are wanted to work from home nationwide in the US to fulfill upcoming contracts with national and international companies.We guarantee 15-25 hours per week with an hourly pay of bet... Show more
Receives/processes merchandise from the processing center, as well as accepts donations and prepare receipts for donors.Additionally, The Processor/Driver's helper will assist SVDP Driver's with th... Show more
Note : This is an educational program, not a job.Successful completion of the program does not guarantee employment but will equip you with valuable skills for the healthcare job market.Looking to ... Show more
Product Testers are wanted to work from home nationwide in the US to fulfill upcoming contracts with national and international companies.We guarantee 15-25 hours per week with an hourly pay of bet... Show more
This position will be on-site in Phoenix, Arizona.Join the Moving Help team and play a leadership role in shaping the customer experience.This position is ideal for someone who thrives in a fast-pa... Show more
Seeking participants for Focus Group and market research studies.Work part-time from home and earn up to $750 per week.Register to see if you are eligible.Customer service representative agent expe... Show more
Why USAA? At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice.We seek to be the #1 choice for th... Show more
Advanced Electronics / Computer Field (ET/FC).The Advanced Electronics and Computer Field trains Sailors to maintain, operate, and repair some of the Navy’s most sophisticated electronics and compu... Show more
Building Code Compliance Expert.Plan review and blueprint reading.Real-world expertise is turned into training data, evaluations, and feedback loops that improve how models perform.AI labs and ente... Show more
Job Description Job Description We own a chain of restaurants in Arizona, we are looking for an experience HVAC tech must be EPA certified.Standup freezers, standup coolers ventilation equipment ... Show more
Customer Service Advisor (Product Support Specialist - CE Equipment).Requisition Number: CUSTO016676.North 29th Avenue Phoenix, AZ 85009, USA.This individual will sell service, parts, and whole-goo... Show more
JARS Cannabis is seeking a hands-on and tech-savvy.This full-time, in-person position is based at our.If you're a strong communicator with solid troubleshooting skills and an interest in retail tec... Show more
We're currently looking for individuals across the country to take part in online market research, including remote focus groups, product trials, and consumer studies.Earn up to $750 a week in your... Show more
Customer Support Specialist/h2pThe Customer Support Specialist will provide administrative and customer service support to our clients, internal employees, and outside vendors.The Customer Support ... Show more
The Help Desk Analyst is responsible for assisting our IT team and providing exceptional customer service.Provide prompt, courteous support company wide, in person or via phone or email.Attend meet... Show more
Role Desk side Support Engineer</b></p> <p><b>Location Phoenix, Arizona</b></p> <p>Responsibilities :-</p> <p> </p> <p>Vend... Show more
We’re looking for Customer Support Product Testers across the US to work from home and help top brands improve their products before they hit the market. Show more
We're looking for candidates with great customer service skills to fill our Remote Customer Service role!.This role is entirely remote and offers full-time/Part time hours with flexibility.We are r... Show more
