Help Desk Analyst Level 1 (ONSITE) at Trigyn Technologies Inc

Immediate contract opportunity for Help Desk Analyst (Level 1) with direct client in Arlington, VA.

Trigyn's direct government client in Arlington, VA has requirement for Help Desk Analyst - Tier 1 to work ONSITE.

Description:
The client is looking for a Help Desk Analyst to respond to phone, portal, email submitted Incident and Request tickets for its Technical Solutions Center (TSC).

Position responsibilities include, but are not limited to:
• Deliver Tier-1 Support for office/remote employees
• Primary function is Phone Support
• Greet, submit tickets for Walk-Up support and Scheduled Appointments

• Answer, validate and triage incoming tickets:
• Phone-in Incidents and Requests.
• Email submitted Incidents and Requests.
• Self-service ticket submissions routed from Internal employees.

• Escalate issues to Tier 2 as needed, as well as set customer expectations for follow-up (i.e. when to expect a follow-up contact and by whom).
• Identify and perform First Contact Resolution tickets.
• Provide technical information/assistance on configuration, setup, maintenance and initial troubleshooting of County standard computer systems, hardware, and software.
• Provide best effort support for technical information/assistance on non-standard computer systems, hardware and software, and internet service providers.
• Develop/contribute to and maintain Knowledge Articles.
• Follow up on customer queries with T2 (in-depth technical support – power user) and T3 (expert product and service support – engineers, architects) teams.
• Provide support and follow up for specifically assigned tasks.
• Work on County Projects and Special projects.

• Our client operates primarily in a Windows environment and Office 365 with a combination of Laptops, Desktops, and Mobile Devices.
• Capabilities must include superior customer service skills, excellent communications skills and recent Help Desk experience.
• ServiceNow ticketing system experience preferred, and Five9 is the IVR/ACD phone system.

Requirements:
• Must be a High School Graduate or equivalent.
• CompTIA A+, Security + or Network + certification, ITIL Foundations, and HDI Certification a plus.

This is an onsite position for a 40-hour work week.
• Monday thru Friday
• 7am - 5pm. (Hours may fluctuate between two shifts)

TRIGYN IS AN EQUAL OPPORTUNITY EMPLOYER

About Trigyn: Trigyn is an IT Services Company that has been in business for 30 years with more than 1,500 resources deployed today. Trigyn is ISO 9001:2015, ISO 27001:2013 (ISMS) and CMMI Level 5 Certified. Trigyn is an E-Verify® Employer.