Help Desk Analyst (Tier 1) from ALTA IT Services
Arlington, VA
About the Job
ALTA IT has a Long-Term Contract position open for a Help Desk Analyst (Tier 1).
Arlington, VA (100% ONSITE)
U.S Citizenship or Green Card Required
Technology Service is looking to hire a Tier-1 Help Desk Analyst to respond to phone, portal, email submitted Incident and Request tickets for its Technical Solutions Center (TSC).
The position is for a 40-hour work week.
- Monday thru Friday
- 7am - 5pm. (Hours may fluctuate between two shifts)
- Position responsibilities include, but are not limited to:
- Deliver Tier-1 Support for in office/remote employees
- Primary function is Phone Support
- Greet, submit tickets for Walk-Up support and Scheduled Appointments
- Answer, validate and triage incoming tickets:
o email submitted Incidents and Requests.
o self-service ticket submissions routed from Internal Arlington County 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 Special projects.
- 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.
- Must be a High School Graduate or equivalent.
- CompTIA A+, Security + or Network + certification, ITIL Foundations, and HDI Certification a plus.
#M2
