Helpdesk Support Specialist

2 weeks ago

Alexandria, Virginia, United States NetImpact Strategies Full time
Tier 1 Helpdesk Analyst

We are seeking a skilled Tier 1 Helpdesk Analyst to join our team at NetImpact Strategies. As a key member of our ServiceNow practice, you will provide exceptional support to our federal client's desktop support helpdesk.

Responsibilities
  • Provide first contact for moderately complex customer inquiries, incidents, and requests via phone calls, emails, and web submissions.
  • Assist customers in resolving technical incidents and problems with Windows desktop applications, VPN software, PIV credentials, mobile apps, and hardware issues.
  • Follow up with customers to ensure that customer inquiries, requests, and incidents are resolved in the agreed-upon time frame.
  • Log and track tickets using a service management application and maintain up-to-date ticket records and related documentation.
  • Efficiently and effectively identify, evaluate, triage, and prioritize customer tickets.
  • Analyze and evaluate reports and make recommendations to reduce help desk call rates.
  • Attempt to resolve as many incidents during the first contact, or at Tier 1. Efficiently escalate incidents to higher Tier II or Tier III when required.
  • Write knowledgebase articles for common problems.
  • Meet or exceed established objectives for time to respond, mean time to resolve, and customer satisfaction.
Qualifications
  • High school diploma or G.E.D
  • 2+ years of technical training /or (two) of the following certifications: A+, ITIL foundation, HDI (CSR/SCA), other 2 or more years of technical or customer support experience
  • Experience working with Microsoft Office products, VPN products, web conferencing tools, PIV ID cards, Windows desktop and server operating systems.
  • Must meet government eligibility requirements
  • Ability to work independently and remotely full time, if required
  • Genuine desire to learn is essential.

We offer a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) plan, paid time off, and pet insurance. Our dynamic and collaborative work environment has been recognized as a Top Workplace by The Washington Post. Join us in driving impact through digital transformation for the Federal Government.

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