Help Desk Analyst 1

3 weeks ago


Rockville, United States Sehmi Enterprise, Inc. Full time

Audley Consulting Group (ACG) is seeking a full time Tier 1 Help Desk Analyst to support our Federal Government customer at the client location in Rockville, MD.

Duties and Responsibilities:

  • Answer Help Desk phones and provide Tier 1 Support to users on a variety of issues.
  • Respond to telephone calls, emails, and personnel requests for technical support.
  • Documents, tracks, and monitors requests to ensure a timely resolution of all inquiries.
  • Analyze, troubleshoot, and test client solutions.
  • Handle heavy call volume.
  • Be able to work a flexible schedule.
Education and Years of Experience:
  • High School Diploma
  • 1 to 3 years of demonstrably successful customer service background.
  • Help Desk experience preferred but not required.
Required Skills:
  • Strong customer service background
  • Excellent verbal and written communications skills
  • Excellent interpersonal skills, especially the ability to listen and understand what is being described.
  • Willingness to ask questions and learn quickly.
  • Able to clearly explain ambiguous concepts.
  • The flexibility to work within a team or independently.
  • Basic understanding of computer terms and customer service operations.
  • Working knowledge of IT ticketing systems is a plus.


Equal Opportunity Employer
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