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Help Desk Analyst 2

4 months ago

Norfolk, United States Crescens Inc. Full time
Job Title: Help Desk Analyst 2
Location: Norfolk, VA
Duration: 9 Months contract

Interviews: Initial Web based IVs conducted but IN PERSON maybe requested if mgr deems necessary Pls make sure your candidate is aware and agrees to being 100% ON SITE from Day One before submitting. Parking: Parking is NOT provided for contractors and there is a monthly fee. Manager will discuss parking costs if selected for an interview
DAY TO DAY/ABOUT THE ROLE:
  • Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 2 and Level 3 support.
  • May also escalate to IT applications support or call for outside vendor maintenance (Level 4), as needed. A Level 1 tech gathers and analyzes information about the user's issue and determines the best way to resolve their problem.
  • Level 1 may also provide support for identified Level 2 and Level 3 issues where configuration solutions have already been documented.
Skills:
  • OTRS Ticket System (or equiv)
  • TDX IT Service Management (ITSM) Service Desk tool
  • Hands on exp w/basic support and troubleshooting (such as password resets, printer configs, break/fix instructions, ticket routing)