IT Service Desk Analyst Tier 1

3 weeks ago

Bethesda, United States RIVA Solutions Inc. Full time

Title**:IT Service Desk Tier 1 Analyst**

Location: Bethesda, MD and/or Rockville, MD

Terms: Full-time

Clearance: Public Trust

Travel: 0-20%

Education: BA/BS degree and 3+ years of experience

**_ RESULTS. INNOVATION. VALUES. ACCOUNTABILITY._**

That’s RIVA. Our employee-first approach has manifested a culture that attracts the best and brightest. By investing in people first, and providing a flexible work environment, our employees have higher morale, higher productivity rates, and lower turnover. At RIVA, people are our #1 priority.

**Project Description**

RIVA is providing IT Services and Support to their customer’s CIO office, Project Management Office, Network Infrastructure Section, Service Desk Section, and the customer user community. The CIO’s office manages all aspects of the customer’s branch sections from projects to documentation and policies. The Project Management Office provides a framework, tools, and staff to manage projects and initiatives. The Network Infrastructure Section provides IT infrastructure support, including networking/firewalls, backups, data center management, and operating system management. The Service Desk Section provides hands-on troubleshooting and user support for RIVA’s customer users, including support for laptops, desktops, peripherals, smartphones, operating systems, and software.

**Position Description**

**Responsibilities**

The IT Service Desk Tier 1 analyst will be responsible for providing first-line technical support to end-users, trouble shooting and resolving common IT issues, and escalating more complex problems within agreed-upon Service Level Agreements (SLAs). This includes:

- Performing basic technical trouble shooting to resolve common hardware, software, and network issues and escalates to Tier 2 support for complex problems when necessary.
- Assist with account management tasks including account creation, password resets, access permissions, and maintaining detailed records.
- Build and deploy equipment to customers (i.e. Laptops, Desktops, Mobile devices, printers, video conferencing solutions, peripherals, office phones, etc.) All build/deploy tasks occur in the office. Team members must have the physical capability to lift and carry equipment weighing about 30 pounds when needed.

**Requirements**:

- Minimum of 3 years of experience working in a technical support or service desk environment, providing Tier 1 support to end-users.
- Experience with Microsoft 365 Government suite (Outlook, Word, Excel, PowerPoint, Teams, etc.).
- Experience with Microsoft SharePoint for document management and sharing.
- Experience with Active Directory for user account management, access control, and password resets.
- Experience with Microsoft Remote Desktop and tools like PowerShell.
- Experience using Azure DevOps and/or working in an agile environment.
- Effective communication skills with the ability to collaborate with cross-functional teams and communicate technical concepts to non-technical stakeholders.
- Experience using Azure DevOps and/or working in an agile environment.
- Ability to multitask, prioritize workload, and work effectively under pressure in a fast-paced environment.
- Eagerness to learn and develop technical skills, with a proactive attitude towards professional growth and development.
- Ability to obtain a Public Trust clearance.
- U.S. Citizenship or have been a permanent resident for more than 3 years.

**Preferred Certifications**
- Microsoft 365 Certifications

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