Help Desk / Tier 1 - PlanIT Group
Reston, VA
About the Job
The Tier 1/ Customer Technical Specialist is responsible for the technical support assisting end users with their day-to-day technical duties and issues. The selected individual will provide fast and useful technical assistance on computer systems. They will answer queries on basic technical issues and offer to solve them. In addition to responding to support customers with issues that are called into the Help Desk, this position will also assist in management and oversight of the email queue to include prioritizing of work and tickets via email that are distributed to technical resources for resolution in support of the customers. We are looking for excellent Help Desk Analyst's that have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult users. Must be focused on working with a team and coordinating with team members to solve complex issues.
What you'll do:
• First-level support of all inbound calls, generating an Incident for all new issues
• First contact resolution (1st call) of desktop issues or follow proper escalation procedures
• Provide accurate, timely, and professional resolution on all supported issues
• Proven experience as a Help Desk Analyst or other IT support role
• Provide a high level of professionalism and customer service.
• Timely, accurate, thorough, and professional follow-up on all Incidents
• Ability to diagnose and resolve basic to mid-level technical issues.
• Quickly identify and escalate high-priority issues.
• Accurately triaging/assigning/escalating tickets per current processes and standards.
• Monitor email queue and assign Break/Fix (HD), install, change, move, RTS tickets to appropriate resources groups.
• Monitor email queue to assure that SLAs are maintained.
• Update ticket status and provide work documentation on HD tickets.
• Assign tickets to appropriate queues.
• Ensure proper assignment of tickets as well as facilitation of resource allocation based on workload.
• Escalate problems or tickets to higher level management when required and/or necessary.
Basic Qualifications:
• Bachelor's degree and 5-7 years of experience or Master's degree and 3-5 years of experience or high school diploma/equivalent and 9 years relevant experience
• Must have 2-4 years prior Help Desk experience
• Experience working with computers and operating systems.
• Experience with trouble ticketing system—currently using Service Manager
• Thorough knowledge of desktop and business/technical support systems.
• Experience with both Windows and Apple OS and Client printer hardware setup, configuration, and troubleshooting.
Must possess one of the following certifications:
o HDI
o Windows 10
o MCP
o MCSA
o Mac OS X Essentials
What you'll do:
• First-level support of all inbound calls, generating an Incident for all new issues
• First contact resolution (1st call) of desktop issues or follow proper escalation procedures
• Provide accurate, timely, and professional resolution on all supported issues
• Proven experience as a Help Desk Analyst or other IT support role
• Provide a high level of professionalism and customer service.
• Timely, accurate, thorough, and professional follow-up on all Incidents
• Ability to diagnose and resolve basic to mid-level technical issues.
• Quickly identify and escalate high-priority issues.
• Accurately triaging/assigning/escalating tickets per current processes and standards.
• Monitor email queue and assign Break/Fix (HD), install, change, move, RTS tickets to appropriate resources groups.
• Monitor email queue to assure that SLAs are maintained.
• Update ticket status and provide work documentation on HD tickets.
• Assign tickets to appropriate queues.
• Ensure proper assignment of tickets as well as facilitation of resource allocation based on workload.
• Escalate problems or tickets to higher level management when required and/or necessary.
Basic Qualifications:
• Bachelor's degree and 5-7 years of experience or Master's degree and 3-5 years of experience or high school diploma/equivalent and 9 years relevant experience
• Must have 2-4 years prior Help Desk experience
• Experience working with computers and operating systems.
• Experience with trouble ticketing system—currently using Service Manager
• Thorough knowledge of desktop and business/technical support systems.
• Experience with both Windows and Apple OS and Client printer hardware setup, configuration, and troubleshooting.
Must possess one of the following certifications:
o HDI
o Windows 10
o MCP
o MCSA
o Mac OS X Essentials
Source : PlanIT Group
