Help Desk Analyst - Tier 1 at Kforce Inc.
Glenn Dale, MD 20769
About the Job
- 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: Phone-in Incidents and Requests; Email submitted Incidents and Requests; 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
Requirements:
- High School diploma/GED or equivalent
- CompTIA A+, Security + or Network + certification, ITIL Foundations, and HDI certification a plus
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
By clicking “Apply Today” you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
