Help Desk Analyst
3 days ago
We are seeking a skilled Help Desk Analyst - IT Support Professional to join our team at Evolver Federal in support of our NIH customer in Bethesda, MD.
The estimated annual salary for this position is $75,000 - $95,000, based on experience.
Key Responsibilities:- Work within the ServiceNow ticketing system to create detailed work logs and technical documentation.
- Support users via multiple channels, including chat, phone, email, and web support, utilizing various communication tools and applications.
- Evaluate incoming calls and determine the extent of required support, escalating user requests to Tier II or Tier III when necessary.
- Deliver instruction and/or training to users on existing or new systems, applications, and technologies.
- Bachelor's degree in computer science, information technology, or related field from an accredited university, or equivalent experience as a Help Desk Analyst.
- HDI Support Center Analyst Certification (obtainable within six months).
- Pass a government-mandated background investigation.
- US citizenship or permanent residency.
- Prior experience as an IT Service Desk Analyst in an IT service delivery operation with multi-faceted IT support.
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