Tier-1 Help Desk Analyst

5 days ago


Arlington, United States Get Me the Gig Full time
Job DescriptionJob Description

Location: Hybrid EST Time Zone

US Citizens or LPR candidates only

Work hours per week: 40

The position is for a 40-hour work week, Monday thru Friday 7am – 5pm EST (Hours may fluctuate between two shifts)


We are looking to hire a Tier-1 Help Desk Analyst to respond to phone, portal, email submitted Incident and Request tickets for its Technical Solutions Center (TSC).

The position is for a 40-hour work week. Monday thru Friday • 7am - 5pm. (Hours may fluctuate between two shifts)


Requirements:

• Must be a High School Graduate or equivalent.

• CompTIA A+, Security + or Network + certification HDI Certification a plus.

• ITIL Foundation a plus.

Windows environment and Office 365 with a combination of Laptops, Desktops, and Mobile Devices.

Capabilities must include wireless and remote troubleshooting, superior customer service skills, excellent communications skills and recent Help Desk experience.

• ServiceNow ticketing system

Position responsibilities include, but are not limited to:

• Answer, validate and triage incoming:

o phone-in Incidents and Requests from Internal County employees.

o email submitted Incidents and Request from Internal County employees.

o self-service ticket submissions routed from Internal County employees.

• Escalate issues to Tier 2 as needed, as well as set customer expectations for follow-up (i.e. when to expect a follow-up contact and by whom).

• Identify and perform First Contact Resolution tickets.

• Provide technical information/assistance on configuration, setup, maintenance and initial troubleshooting of County standard computer systems, hardware, and software.

• Provide best effort support for technical information/assistance on non-standard computer systems, hardware and software, and internet service providers.

• Develop/contribute to and maintain Knowledge Articles.

• Follow up on customer queries with T2 (in-depth technical support – power user) and T3 (expert product and service support – engineers, architects) teams.

• Provide support and follow up for specifically assigned tasks.

• Work on DTS and County Projects and Special projects.



Requirements


  • Must be a High School Graduate or equivalent.
  • CompTIA A+, Security + or Network + certification HDI Certification a plus.
  • ITIL Foundation a plus.






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