Kforce has a client in Phoenix, AZ that is seeking a Service Desk Specialist that provides first level end-user support and incident diagnosis for Republic Services applications, endpoints, and infrastructure. The Service Desk Specialist acts as a single point of contact between the end-user and other IT resources. This position also documents incoming interactions and their resolutions, manages ticket routing and incident resolution with other IT resources, and works with team members to maintain the team's knowledge base. Responsibilities: * Responds to incoming interactions initiated via phone, email, self-service, or chat * Fulfills incoming service requests * Diagnoses and troubleshoots incidents with tablet 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 Service Desk team and management informed of any new support issues in a clear and timely manner * Research 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 * Contributes to the department's knowledge management initiatives * Performs other job-related duties as assigned or apparent