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.

APPLY TO:  WWW.PHACIL.COM/CAREERS   AND TSTRAUSS@PHACIL.COM 

BENEFITS:  $3K year tuition reimbursement, $800 year gym reimbursement, 401K company match, medical/dental/vision, FSA, HSA, 10 paid holidays, PTO and more!

Clearance Level:  DHS Public Trust (must be able to pass a clearance investigation)

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.

Required Skills:

Customer Service, Detail Oriented, Ability to Follow Through, Punctuality, and Ability to Take Constructive Criticism.

Minimum 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.

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)

Certification Requirements: ITIL v3 Foundations certification (preferred not required)

Additional Information: We are a 24x7x365 operation. Training Monday – Friday 7 am – 3:30 pmand you will be slotted in to an opening based on business needs once you start. 

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