Phacil- Help Desk Analyst (Chandler, AZ)

Looking for a rewarding and challenging career with a dynamic, growing organization?  Phacil is your answer.  We have an immediate need for a Help Desk Analyst to support an important government customer in Chandler, AZ. (Phoenix, AZ) 

Phacil offers excellent benefits: 401K company match, $3000 year tuition reimbursement, $800 year gym membership, Medical, Dental, Vision, FSA, HAS, 10 paid holidays, paid time off.

Clearance Level (Required to Start):  DHS Public Trust

Daily Job Responsibilities:

  • The Customer Technical Representative 1 will be primarily responsible for supporting all inbound calls.
  • We strive to have a high rate of first call resolution but also expect our staff to follow proven processes with routing tickets to the appropriate support groups whenever possible.
  • You will be expected to be available for any 24x7x365 shift within our environment.Customer Service, Detail Oriented, Ability to Follow Through, Punctuality, and Ability to Take Constructive Criticism.
  • Minimum Required Skills:
  • Required Skills:
  • Experience working with customers over the phone.
  • The ability to follow troubleshooting documentation and support any myriad of issues throughout the environment.
  • Strong written and oral communication skills.
  • Works well in groups and is able to collaborate with remote personal at various skill levels to ensure proper consistent troubleshooting is performed.
  • Perform other work related duties as assigned.
  • Preferred Skills: Basic windows troubleshooting
  • 3 years ITIL knowledge
  • Self-starter / Self motivated

Degree & Years of Experience:

  • High School Diploma plus advanced training, and 1-2 years Help / Service Desk experience (required)
  • At least 3 years’ experience working in an ITIL (process improvement) environment (preferred)Additional Information: We are a 24x7x365 operation. Training is typically Monday through Friday and you will be slotted in to an opening based on business needs once you start.
  • Certification Requirements: ITIL v3 Foundations certification (preferred)

    For more information or to apply contact:
    Twila Strauss
    Sr Recruiter Phacil