Help Desk Analyst (Tier 1)

About the role

The Help Desk Analyst (Tier 1) supports the End User Customer Support program under the Nuclear Regulatory Commission (NRC). The position requires an IT background to assist customers in troubleshooting and resolving problems, along with strong written and verbal communication skills.

Responsibilities

• Answer inbound and outbound contacts, document contact details within the ticketing system(s)
• Provide timely and accurate responses to customers
• Interface well with customers at various levels of seniority in a variety of different fields
• Manage complexity of contact with attention to detail
• Manage multiple tasks at once in a fast-paced environment
• Incident and Request Management: Troubleshoot hardware/software issues, follow KBAs, properly diagnose issues, route unresolved issues to the next level of support, document all troubleshooting and/or resolution steps in the ticketing system
• Account password administration and processing new user account requests
• Manage user expectations and provide information for possible resolutions or expected contact times
• Service Level & Quality Assurance Adherence: Provide prompt, courteous, and professional responses, follow security requirements, monitor customer problems, and ensure prompt, satisfactory service/resolution
• Training: Attend basic training on systems used, cover Program knowledge and requirements, complete monthly, annual, program required, and ad-hoc training

Requirements

• High school diploma with a minimum 3 years experience
• ITIL 4 Foundations Certification or be able to obtain within 120 days of hire
• Strong written and oral communication skills
• Strong computer hardware and software skills
• U.S. Citizen
• Overall understanding of Service Desk operations and technical phases of the job
• Experience with Windows and/or Mac technical skills
• Excellent customer service skills with the ability to communicate clearly and effectively
• Desire to learn new skills and take initiative to improve performance through on-the-job training
• Ability to adhere to the training schedule without absences
• Use of high-speed internet (minimum of 50 mbps) provided by the IT Service Desk Technician
• Designated workspace that is quiet and free of loud noise
• Flexibility to work different shifts upon changing business needs
• Flexibility to support different or multiple programs in a shared service desk environment
• Flexibility to work weekends and holidays as needed

Qualifications

• Experience with using IT Service Management (ITSM) or other Case Record Management (CRM) applications
• Experience with using ACD/IVR applications
• Experience troubleshooting Apple macOS (OSX) and iOS hardware and software
• Experience working from home in an IT support role
• Experience with Windows 10 and Microsoft Office Suite 2016 or later
• Experience with Microsoft Active Directory password resets, account unlocks, account creations, and troubleshooting
• Azure experience and/or certification(s)
• ITIL 4 Foundations experience and/or certification(s)