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Customer Support Analyst

2 months ago

Alexandria, Virginia, United States KeenLogic Full time
Job Overview

KeenLogic is seeking a dedicated and proactive remote Tier I Helpdesk Analyst who thrives in a dynamic, consultative, and collaborative team environment.

Key Responsibilities

The selected candidate will provide call center support in a predominantly Intel-based PC environment, alongside a smaller proportion of Apple workstations and various custom business applications. Responsibilities include:

  • Assisting customers who reach out to the service center, whether by phone or in person.
  • Resolving routine technical issues, such as password resets, account unlocks, and basic workstation troubleshooting during calls.
  • Escalating more complex issues to the Tier II team or eBusiness team as necessary.
Qualifications

Applicants should possess one of the following:

  • A Bachelor's degree with at least 1 year of relevant experience.
  • A High School Diploma accompanied by a minimum of 5 years of experience in a similar role.
Essential Skills
  • Proficient in Hardware/Application Support (Diagnosis/Remediation, Access (password) Reset, Application Installation)
  • Experienced in Incident/Request Management (Analysis, Documentation)
  • Knowledgeable in Mobile Device Management (Provisioning, Resetting, Remote Wiping)
  • Strong written and verbal communication abilities
  • Possession of Public Trust Clearance
Preferred Skills
  • Familiarity with ITIL Service Management
  • Experience in Technical Writing
  • Understanding of CRM/Ticketing/ACD Systems

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