Technical Support Analyst
2 months ago
Business Technology Integrators (BTI) is seeking a dedicated Help Desk Specialist to provide exceptional support for our IT services.
Key Responsibilities:- Act as a Tier 2 and 3 Support for the NIDDK computer user community.
- Engage with customers through various channels including phone, in-person, and remote support.
- Adhere to established protocols for processing IT service requests and troubleshoot incidents effectively.
- Maintain accurate records of all activities in the NIH central ticket tracking system, ensuring thorough documentation in real-time.
- Create knowledge records in the NIH IT Knowledge Base to document problem resolutions.
- Implement quality control measures to guarantee proper documentation and case handling.
- Demonstrate proficiency in supporting current versions of Windows and macOS.
- Monitor and respond to application alerts as part of the continuity program.
- Facilitate communication during major incidents and document investigations in the NIH My IT Service Management System promptly.
- A Bachelor's degree with a minimum of one year of relevant IT customer support experience, or an Associate degree or high school diploma with at least three years of relevant experience.
- Possess strong technical computer skills and customer service abilities.
- Hold one or more of the following certifications:
- Foundation Certificate in IT Service Management (ITIL) v3 or higher
- MTA: Microsoft Technology Associate
- MCSA: Microsoft Certified Solutions Associate
- MSCE: Microsoft Certified Solutions Expert
- Apple Certified Associate – Mac Integration Basics
- Apple Certified Support Professional
- CompTIA A+ Certified Professional
- CompTIA Network+ Certified Professional
- CompTIA Security+ Certified Professional
- Jamf Certified Tech
- Jamf Certified Expert
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