IT Service Desk Analyst (Tier I)

Location: Washington, DC
Date Posted: 01-02-2018
Title IT Service Desk Analyst-Tier 1

We are a rapidly growing small business that specializes in building strong Engineering teams that provide high quality, modern technical solutions to our clients. We are seeking an IT Service Desk Associate to:
  • Provide helpdesk support and resolve issues to end user’s satisfaction
  • Answer incoming calls
  • Monitor and respond quickly and effectively to requests received through the Service Desk
  • Monitor the Service Desk for tickets assigned to the queue and process based on priority
  • Use and maintain helpdesk tracking software (Microsoft’s System Center Service Manager)
  • Resolve tier one requests in a timely manner
  • Escalate unresolved issues to the proper support team
  • Troubleshoot basic end-user issues on software applications, hardware, network system, providing basic technical support over the phone
Required Skills
  • Experience using enterprise-class service desk ticketing system
  • Ability to exercise patience and professionalism during stressful situations
  • Ability to perform basic Windows 10 (in a domain environment) troubleshooting
  • Ability to perform basic Microsoft Office 2016 (Word, Excel and PowerPoint) and Dell laptop and desktop hardware troubleshooting
  • Professional, precise communication skills, friendly presence and helpful attitude
  • Excellent organizational skills and accuracy
  • Excellent oral and written communication skills
  • Excellent telephone customer service
  • Good problem-solving skills
  • Attention to detail, thoroughness and ability to triage incidents fully
  • Ability to multi-task effectively during busy times and remain productive during slow times
  • Excellent ability to provide direction and training to end users via telephone
  • Adhere to strict standards of confidentiality
  • Microsoft Windows 10 Enterprise
  • Microsoft Office 2016
  • Dell laptop and desktop hardware
  • Basic LAN/Wi-Fi network understanding (IP, DHCP, DNS, workstation connectivity, etc.)
  • Microsoft Active Directory Users and Computers tool
  • Remedy, ServiceNow, SCSM or similar enterprise-class service desk ticketing system
  • Desktop remote view/control applications
Experience Bachelor’s degree with 0 – 2 years of service/help desk experience  (Four weeks of basic technical support training will be provided.)
Work Location Navy Yard, DC
Residency US citizen, US green card
Clearance N/A
Employment Type Full-Time
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